Improving Incident Management Processes in Two IT Service Provider Companies

Many IT service provider organizations are interested in using IT Infrastructure Library (ITIL) framework to improve the quality of customer support. ITIL is a collection of best practices for IT service management. However, many organizations consider the improvement of service management processes as a challenging task. The research problem of this study is: How incident management can be improved in IT service provider companies by using the ITIL framework? The main contribution of this paper is to present results from a case study with two IT service provider organizations that established an ITIL-based incident management processes to improve their customer support activities.

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