IT incident assign algorithm based on the difference between support groups

The assignment of incident is an important problem in incident management. Rational assignment of incident could make incidents be resolved in time and decrease the incident's financial losses, such as profit and cost. In order to solve this problem, IIA(IT Incident Assignment) model is proposed using Business Driven IT Management (BDIM) concept in this paper. Firstly, we proposed IIA model based on different performance between support groups); Secondly, we analysis the cost and risk loss while support groups deal with the incidents and assign the incidents to the appropriate support groups so that the sum of costs sand violation penalties will be greatly reduced. At last, a simulation will be done to demonstrate the validation of the algorithm.