Relevant bibliographies by topics / IT-incident management

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'IT-incident management'

Author: Grafiati
Published: 4 June 2021
Last updated: 18 February 2022

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'IT-incident management.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Journal articles on the topic "IT-incident management"

1

Sarnovsky, Martin, and Juraj Surma. "PREDICTIVE MODELS FOR SUPPORT OF INCIDENT MANAGEMENT PROCESS IN IT SERVICE MANAGEMENT." Acta Electrotechnica et Informatica 18, no. 1 (March 1, 2018): 57–62. http://dx.doi.org/10.15546/aeei-2018-0009.

Full text
APA, Harvard, Vancouver, ISO, and other styles
2

Smith, Duane Michael. "ICS: Can it Be a National Incident Management System?1." International Oil Spill Conference Proceedings 2003, no. 1 (April 1, 2003): 1179–83. http://dx.doi.org/10.7901/2169-3358-2003-1-1179.

Full text
Abstract:
ABSTRACT There are likely few that would argue with the proposal that a national incident management system would be of benefit. Numerous articles have been put forward over time, both for and against the adoption of an incident command system (ICS) as the model for a national incident management system. Those in favor of its adoption point out to its many successes, from major wildfires to the 2002 Olympics. Many seem to view ICS as simply another way of expressing the term command and control. In reality, ICS is not another way to say command and control; rather it is a specific of command and control system. The question then is whether ICS, and in particular the National Inter-agency Incident Management System – Incident Command System (NIIMS-ICS) is the model upon which this national system should be based. Most of the studies and papers regarding the use and adoption of ICS have focused on its use within the fire service community. This may be somewhat intuitive, given the origins of the system; however, if we are to truly gauge the applicability of this system to all risks, we must begin to exam it in those other events. It was a series of disasters that led to the development of the initial ICS system. It has been a subsequent series of disasters or national emergencies that have led to the continued evolution of ICS toward a national model. The question now before us is whether we need another disaster to take that final step to a truly national incident management system or are we willing to go there now. In this time of heightened national security we owe it to ourselves to have the best incident management system in the world.
APA, Harvard, Vancouver, ISO, and other styles
3

Pereira, Rúben, José Braga de Vasconcelos, Álvaro Rocha, and Isaías Scalabrin Bianchi. "Business process management heuristics in IT service management: a case study for incident management." Computational and Mathematical Organization Theory 27, no. 3 (May 6, 2021): 264–301. http://dx.doi.org/10.1007/s10588-021-09331-2.

Full text
APA, Harvard, Vancouver, ISO, and other styles
4

Bartolini, Claudio, Cesare Stefanelli, and Mauro Tortonesi. "SYMIAN: Analysis and performance improvement of the IT incident management process." IEEE Transactions on Network and Service Management 7, no. 3 (September 2010): 132–44. http://dx.doi.org/10.1109/tnsm.2010.1009.i9p0321.

Full text
APA, Harvard, Vancouver, ISO, and other styles
5

Konduri, Sravanthi, Samuel Labi, and Kumares C. Sinha. "Incident Occurrence Models for Freeway Incident Management." Transportation Research Record: Journal of the Transportation Research Board 1856, no. 1 (January 2003): 125–35. http://dx.doi.org/10.3141/1856-13.

Full text
Abstract:
Incident prediction models are presented for the Interstate 80/Interstate 94 (Borman Expressway in northwestern Indiana) and Interstate 465 (northeastern Indianapolis, Indiana) freeway sections developed as a function of traffic volume, truck percentage, and weather. Separate models were developed for all incidents and noncrash incidents. Three model types were considered (Poisson regression, negative binomial regression, and nonlinear regression), and the results were compared based on magnitudes and signs of model parameter estimates and t-statistics. Least-squares estimation and maximum-likelihood methods were used to estimate the model parameters. Data from the Indiana Department of Transportation and the Indiana Climatology Database were used to establish the relationships. For a given session and incident category, the results from the Poisson and negative binomial models were found to be consistent. It was observed that, unlike section length, traffic volume is nonlinearly related to incidents, and therefore these two variables have to be considered as separate terms in the modeling process. Truck percentage was found to be a statistically significant factor affecting incident occurrence. It was also found that the weather variable (rain and snow) was negatively correlated to incidents. The freeway incident models developed constitute a useful decision support tool for implementation of new freeway patrol systems or for expansion of existing ones. They are also useful for simulating incident occurrences with a view to identifying elements of cost-effective freeway patrol strategies (patrol deployment policies, fleet size, crew size, and beat routes).
APA, Harvard, Vancouver, ISO, and other styles
6

Oriola, Oluwafemi, Adesesan Barnabas Adeyemo, Maria Papadaki, and Eduan Kotzé. "A collaborative approach for national cybersecurity incident management." Information & Computer Security 29, no. 3 (June 28, 2021): 457–84. http://dx.doi.org/10.1108/ics-02-2020-0027.

Full text
Abstract:
Purpose Collaborative-based national cybersecurity incident management benefits from the huge size of incident information, large-scale information security devices and aggregation of security skills. However, no existing collaborative approach has been able to cater for multiple regulators, divergent incident views and incident reputation trust issues that national cybersecurity incident management presents. This paper aims to propose a collaborative approach to handle these issues cost-effectively. Design/methodology/approach A collaborative-based national cybersecurity incident management architecture based on ITU-T X.1056 security incident management framework is proposed. It is composed of the cooperative regulatory unit with cooperative and third-party management strategies and an execution unit, with incident handling and response strategies. Novel collaborative incident prioritization and mitigation planning models that are fit for incident handling in national cybersecurity incident management are proposed. Findings Use case depicting how the collaborative-based national cybersecurity incident management would function within a typical information and communication technology ecosystem is illustrated. The proposed collaborative approach is evaluated based on the performances of an experimental cyber-incident management system against two multistage attack scenarios. The results show that the proposed approach is more reliable compared to the existing ones based on descriptive statistics. Originality/value The approach produces better incident impact scores and rankings than standard tools. The approach reduces the total response costs by 8.33% and false positive rate by 97.20% for the first attack scenario, while it reduces the total response costs by 26.67% and false positive rate by 78.83% for the second attack scenario.
APA, Harvard, Vancouver, ISO, and other styles
7

Gyorfi, Julius S., Eric R. Buhrke, Mark A. Tarlton, Juan M. Lopez, and George T. Valliath. "Applying Telepresence to Incident Management: The Virtual Incident Command Center." Presence: Teleoperators and Virtual Environments 17, no. 3 (June 1, 2008): 231–41. http://dx.doi.org/10.1162/pres.17.3.231.

Full text
Abstract:
This paper describes an application of telepresence technology to the incident management domain. The system combines national guidelines for incident management with many aspects of collaborative virtual environments to enable effective communication between first responders in the field and remotely located command personnel. A brief overview of existing incident management systems is given, followed by a set of requirements for future systems. We then describe our virtual incident command center (VICC) prototype, explain how it addresses the requirements, and outline our future plans. Finally, we report feedback from ongoing demonstrations of the prototype system that supports our contention that VICC represents a unique solution to the incident management problem.
APA, Harvard, Vancouver, ISO, and other styles
8

Wilmink, I. R., and L. H. Immers. "Deriving Incident Management Measures Using Incident Probability Models and Simulation." Transportation Research Record: Journal of the Transportation Research Board 1554, no. 1 (January 1996): 196–203. http://dx.doi.org/10.1177/0361198196155400123.

Full text
Abstract:
Incidents cause a large part of congestion and subsequent costs. Incident management is aimed at preventing the occurrence of incidents as well as minimizing the impact of incidents that occur. Two elements of incident management are addressed: the modeling of the incident occurrence probability for freeway sections and the modeling of the logistics of incident removal by various emergency services (tow trucks, ambulances, etc.). Models are presented that relate incident probabilities to road and traffic variables such as number of lanes, type of section (e.g., weaving sections), and traffic volumes and composition. These models give insight into the factors determining incident frequencies and may be used to design incident prevention measures. The results indicate that, for example, the splitting up of weaving sections into a series of joins and forks may be a very effective way to reduce the number of incidents. Traffic characteristics and the number of lanes also play important roles. These incident probability models can be used to generate the input for a logistics model. Such a model is presented. It was developed to test the effectiveness of various procedures aimed at minimizing incident duration. Examples of such procedures are the optimal location of emergency and recovery vehicles, given the spatial pattern of incident occurrence; optimal assignment of such vehicles to incidents; and various strategies for going from the vehicle's station to the incident site. These strategies include the permission to use the shoulder lane for emergency services. Experiments with the models for a heavily trafficked part of the Dutch freeway network indicate that a combination of such strategies can reduce incident congestion costs by nearly one-half.
APA, Harvard, Vancouver, ISO, and other styles
9

Garvey, Daniel. "Risk Management: An International Perspective." Journal of Experiential Education 21, no. 2 (September 1998): 63–70. http://dx.doi.org/10.1177/105382599802100202.

Full text
Abstract:
If an organization had a catastrophic incident in a foreign country where one or several participants were seriously hurt or had died, would the organization know what to do? What should have been done to reduce the chance of such an incident? What should be done at the moment of the incident? What steps must be taken after the immediate crisis is over? This article focuses on the unique risks and safety challenges of conducting adventure programming in foreign countries. It attempts to examine a few of the policies and practices that might be considered as programs operate internationally.
APA, Harvard, Vancouver, ISO, and other styles
10

Chen, Qiang, and Xin Peng Wan. "Research and Implementation of Event Handling of IT Service." Applied Mechanics and Materials 513-517 (February 2014): 2082–85. http://dx.doi.org/10.4028/www.scientific.net/amm.513-517.2082.

Full text
Abstract:
With the development of enterprise information system, a fast recovery from IT fault or incident has become more and more important. To ensure that users can resume their work as soon as possible, this paper designs and implements an event management process. Based on the international standards ITIL and ISO20000, this paper discusses the incident management process design and implementation. This design improved incident management processes, defined the responsibilities and implementing guidelines of roles involved, define key performance indicators extracted. This design can be widely used in IT companies fault handling and event management.
APA, Harvard, Vancouver, ISO, and other styles
More sources

Dissertations / Theses on the topic "IT-incident management"

1

Isaksson, Ulrika, Karin Kvarnström, and Malin Nilsson. "Challenges with Incident Management : In Information Technology." Thesis, Blekinge Tekniska Högskola, Institutionen för programvaruteknik och datavetenskap, 2003. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1634.

Full text
Abstract:
IT-security is a global problem and over the world Computer Emergency Response Teams (CERT) are created in order to solve the problem. The common understanding is that IT-security is important but no straight guideline how to deal with it. The Swedish IT-incident centre (SITIC) started 2003. It is a Swedish solution on an international problem. There are challenges to be met when handling an IT-incident centre – organisation form, activity and result. We believe a general solution in IT-incident management that will suit all parties in the society, is a hard task for SITIC as things stand today. What we can deduce from our investigation is that there is no greater need of SITIC among the global companies. We believe one reason for this is that they are going to create within their companies some sort of CERT function by themselves in the future. This in its turn, depend on that the companies do not have any trust to SITIC, they do not see the benefit with an activity as SITIC because they only see the reporting, they do not believe they are going to get something in return. Conclusion: Incident management is not only about reporting incidents, but a continuous life cycle with phases: detect, report, measure and follow-up.
IT-säkerhet är ett globalt problem och över världen skapas Computer Emergency Respons Teams (CERT) för att försöka att lösa olika problem. Den vanliga uppfattningen är att IT-säkerhet är viktigt men att inga direkta guidelines finns för hur man skall hantera det. SITIC som är det svenska IT-incident centret, startade 1 januari, 2003. Det är en svensk lösning på ett internationellt problem. För ett IT-incident center finns det utmaningar att hantera såsom organisations form, verksamhet och resultat. Vi tror att en generell lösning av hanteringen IT-incidenter som skulle passa alla parter i samhället blir svårt för SITIC att klara av som det ser ut idag. Vad vi kan härleda från vår utredning är att det inte finns något större behov av SITIC för de globala företagen. Vi tror att en av anledningarna är att företagen själva i framtiden tänker starta egna CERT-funktioner. Detta i sin tur kan bero på att företagen inte har något större förtroende för SITIC, de kan inte se någon fördel men verksamheten, de ser endast rapporteringsdelen. Företagen tror inte att de kommer att få något tillbaka när dom rapporterar sina incidenter till SITIC. Slutsats: Incident hantering handlar inte bara om att rapportera incidenter, utan det är en kontinuerlig livscykel innehållande faserna: upptäcka, rapportera, åtgärda och följa upp.
APA, Harvard, Vancouver, ISO, and other styles
2

Bartoň, Pavel. "Zavádění ITIL procesů do firmy s důrazem na Incident Management." Master's thesis, Česká zemědělská univerzita v Praze, 2015. http://www.nusl.cz/ntk/nusl-258359.

Full text
Abstract:
Thesis covers IT management with emphasis on incident management and its implementation to company, which desires to apply the best practice of information technology service management. First part of the thesis defines common language of modern management of IT processes -- Information Technology Infrastructure Library in its last 3rd version from 2011 (ITIL v3). Furthermore paper analyzes the function and role of Incident Management within company and its connections to other processes. Second part of the thesis describes practical implementation of the Incident Management and comparison of state before and after ITIL compliant processes.
APA, Harvard, Vancouver, ISO, and other styles
3

Caldeira, João Carlos Palmela Pinheiro. "Information technology service management: an experimental approach towards IT service prediction." Master's thesis, FCT - UNL, 2009. http://hdl.handle.net/10362/2075.

Full text
Abstract:
Dissertation presented to obtain a Masters degree in Computer Science
Software development and software quality improvement have been strong topics for discussion in the last decades. Software Engineering has always been concerned with theories and best practices to develop software for large-scale usage. However, most times those theories are not validated in real live environments. Therefore, the need for experiments is immense. The incidents database can be an important asset for software engineering teams. If they learn from past experience in service management, then they will be able to shift from a reactive approach to a more proactive one. The main goal of this dissertation is shedding some light on the influential factors that affect incidents lifecycle, from creation to its closure, and also to investigate to what accuracy the ARIMA models are a valid approach to model and predict not only the ITIL incident management process, but also other ITIL processes and services in general. The dissertation presented herein is on the crossroads of Empirical Software Engineering and of the emerging area of Services Science. It describes an experiment conducted upon a sample of incident reports, recorded during the operation of several hundred commercial software products, over a period of three years (2005-2007), on six countries in Europe and Latin America. The incidents were reported by customers of a large independent software vendor. The primary goal of an Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. As a result of this, a software company can make use of a good incident management process to improve several areas of their business, particularly product development, product support, the relation with its customers and their positioning in the marketplace. The underlying research questions refer to the validation of which are the influencing factors affecting the incidents management lifecycle, and also aims at finding the existence of patterns and/or trends in incident creation and resolution based on a time series approach. Additionally, it presents the estimation, evaluation and validation of several ARIMA models created with the purpose of forecasting upon incident resolution based on incident creation historic data. Understanding causal-relationships and patterns on incident management can help software development organizations on optimizing their support processes and in allocating the adequate resources; people and budget.
APA, Harvard, Vancouver, ISO, and other styles
4

Maringa, Dominik. "Návrh a implementace části informačního systému podniku." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224683.

Full text
Abstract:
The diploma thesis focuses on information systems analysis and assessment of a chosen company. After results evaluation based on this analysis, a proposal will be made on how to convert the former information system into a new one. This proposal will be described from an economic point of view at the end of the thesis as well.
APA, Harvard, Vancouver, ISO, and other styles
5

Michel, David. "Efficient and Responsible Incident Management : Designing a Service Desk Web Application with Integrated Major Incident Reporting Functionality for Swedish Government Agencies." Thesis, Linnéuniversitetet, Institutionen för datavetenskap och medieteknik (DM), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-105852.

Full text
Abstract:
In this 7.5 HEC B-level thesis in Computer Science, a service desk web application is designed for Swedish government agencies with integrated major incident reporting functionality to the Swedish Civil Contingencies Agency (Myndigheten för samhällsskydd och beredskap). There are several advantages to integrating the major incident reporting procedure into the regular incident management process - information would no longer have to be duplicated, and the problems of untraceability and under-reporting could additionally be solved. The proof-of-concept application was designed and partially developed with ASP.NET Core (MVC) web framework and Bootstrap front-end framework. The user interface was evaluated with heuristic evaluation by the author and two master’s students in Information Security at Luleå Technical University. Although the proposed software and interface design may have left room for improvement, it did highlight the societal need for an efficient and responsible incident management process and the general benefits of integration.
APA, Harvard, Vancouver, ISO, and other styles
6

Ahlqvist, Petter, and Johan Vagiström. "Kravställning på Incidenthanteringssystem." Thesis, Högskolan i Borås, Akademin för bibliotek, information, pedagogik och IT, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-1035.

Full text
Abstract:
Användandet av IT relaterade tjänster har ökat kraftigt de senaste åren och visar inga tecken på att avstanna. Men i takt med att användningen ökar så ökar även riskerna, för vad händer egentligen när de IT-tjänster som så många företag och privatpersoner förlitar sig på plötsligt fallerar eller på annat sätt blir oåtkomliga? För att skydda sig mot sådana scenarier så blir det allt vanligare bland företag som driver IT-tjänster att använda sig incidenthantering, vars syfte är att genom fördefinierade processer återställa IT-tjänster till fungerande läge när en incident väl inträffar. För att implementera en incidenthanteringsprocess är det vanligt att verksamheter använder någon form av ramverk eller metod för att underlätta och effektivisera arbetet, i skrivande stund heter de mest använda ramverken ITIL och COBIT. Det är mycket vanligt att en incidenthanteringsprocess i en verksamhet bygger på någon form av system eller applikation vars syfte är att underlätta och effektivisera hanteringen av incidenter, ett sådant system benämns ofta som incidenthanteringssystemet. Trots att ramverk som ITIL och COBIT är använda i stor utsträckning världen över så uppstår det ett problem i att de båda saknar fokus på incidenthanteringssystemet och vad ett sådant system skall klara av. För när ramverken inte tar upp en sådan central del av incidenthanteringsprocessen så innebär det att den implementerande verksamheten själva måste lägga tid och resurser på att reda ut hur ett sådant system skall fungera. Denna studie adresserar problemet med att de vanligast använda ramverken för incidenthantering inte behandlar det, för processen, så centrala incidenthanteringssystemet genom att undersöka och besvara följande forskningsfrågor. Vilka implicita och explicita krav bör ett incidenthanteringssystem uppfylla?  Vilka krav på incidenthanteringssystemet går att utläsa från de mest använda ramverken för incidenthantering?  Hur matchar de framtagna kraven de krav som ställts av en verksamhet ur näringslivet? Denna studie riktar sig framförallt till de verksamheter eller individer som anser sig ha nytta av en sammanställning av de krav som ett incidenthanteringssystem bör uppfylla och kan fungera som ett stöd vid implementering eller inköp av ett nytt incidenthanteringssystem. Genom att identifiera kraven som ställs på ett incidenthanteringssystem utifrån de mest använda ramverken för incidenthantering så bidrar studien med resurser för implementationen av nämnt system drastiskt minskar. Samt genom att presentera ett konkret exempel, fallstudien, och jämföra det med kraven från ramverken bidrar studien med en referenspunkt för verksamheter att utgå ifrån när de implementerar eller köper ett nytt incidenthanteringssystem.
The use of IT-related services has increased massively over the past years and it shows no signs to stop. But alongside the usage increasing the risks also increases, because what will happen when the IT-services that so many rely upon suddenly cease to function, or in other ways become inaccessible? To protect against such scenarios it is increasingly more common for IT-service businesses to use incident management, whose purpose is to recover IT-services to their functional state, using predefined processes, should an event occur. It is common for IT-service businesses when implementing an incident management process to use some kind of framework or method to facilitate and streamline its work process, and as of writing this paper, the most used frameworks are ITIL and COBIT. It is very common for an IT-service business that in the incident management process develop a system or application whose purpose is to facilitate and streamline the incident management, and these are commonly referred to as Incident Management Systems. Even though ITIL and COBIT being widely used worldwide, there are some weaknesses in them, regarding Incident Management Systems, since both of the frameworks lack focus and depth of what an Incident Management System should manage. Such lack of focus and depth of a vital and central part of the Incident Management process, may prove expensive to IT-service businesses since the business needs to investigate what the system needs to manage, and how to manage it. This paper address the problem with ITIL and COBIT lack of focus and depth regarding the central part of the incident management process, the Incident Management System by investigating and reciprocate the following questions. Which implied and explicit requirements should an Incident Management System meet?  Which Incident Management System requirements can be found from the most used frameworks regarding Incident Management?  How well does the identified requirements match those requirements made by a real world company? The target audience for this paper is mainly IT-service business or individuals that considers themselves in need of a compilation of requirements that an Incident Management System should meet and can be used as a supporting tool when implementing or purchasing a new Incident Management System. By identifying requirements that an Incident Management Systems should meet from the most used framework regarding Incident Management, this paper will contribute with means for the implementation of the Incident Management System, reducing the costs for the investigation of demands of such a system. It will also present interested parties with a concrete example, the single case study, to compare with the requirements from the frameworks, contributing with a benchmark for IT-service business to start from when implementing or purchasing an Incident Management System.
APA, Harvard, Vancouver, ISO, and other styles
7

Nyman, Maja. "Är du beredd när det smäller? : Utmaningar inom incidenthantering med fokus på IT-konsultbolag." Thesis, Mittuniversitetet, Avdelningen för informationssystem och -teknologi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-33748.

Full text
Abstract:
Information security incident management is important for organizations and its importance is increasing. Information security incidents are increasing both in number and in scope and in 2018 GDPR and the NIS-directive require organizations to report incidents to a supervision authority. This study highlights IT-consulting companies and their vulnerable position as subcontractors. The study aims to address the lack of empirical research in incident management and to inform future theory development. The goal of the study is to answer the research questions (1) what challenges do IT-consultancy companies experience with their incident management? (2) What challenges are specifically related to the GDPR and the NIS-directive? And (3) what challenges are specific for consulting companies? Challenges with the incident management are identified and clarified by qualitative interviews with experts and a survey. The analysis of the results shows that some of the challenges are consistent with previous studies, while some are new and that the survey partly support the experts' opinions. The conclusion of the study is that the majority of the companies’ improvement opportunities are linked to internal and external communication, cost focus, absence of a major incident, awareness, GDPR, the role of consulting company and internationally recognized difficult activities. The research contribution of the study consists of identified challenges in the field of incident management derived from IT-consultancy companies. The result of the study are recommended to IT-consultancy companies that would like to improve their incident management process by gaining an understanding of incident management issues.
En väl fungerande process för incidenthantering är och blir allt viktigare för organisationer. Informationssäkerhetsincidenter ökar både i antal och i omfattning och 2018 träder GDPR och NIS-direktivet i kraft med krav på rapportering av utpekade incidenter till en tillsynsmyndighet. Denna studie belyser IT-konsultbolag och deras utsatta position som underleverantör och syftar till att adressera bristen av empirisk forskning inom incidenthantering och att bidra till en framtida teoriutveckling. Målet med studien är att besvara forskningsfrågorna (1) vilka utmaningar upplever IT-konsultbolag med deras incidenthantering? (2) vilka utmaningar är specifikt relaterade till GDPR och NIS-direktivet? och (3) vilka utmaningar och är specifika för just konsultbolag? Resultatet bygger på kvalitativa intervjuer med experter och en enkätundersökning och resultatet identifierar och tydliggör upplevda utmaningar med bolagens incidenthantering. Analysen av resultatet visar att vissa av bolagens utmaningar överensstämmer med tidigare studier medan vissa är nya och att enkätundersökningen till viss del stödjer experternas utlåtanden. Slutsatsen av studien är att bolagen har flertalet utvecklings- och förbättringsmöjligheter som är kopplade till intern och extern kommunikation, kostnadsfokus, avsaknad av en större incident, medvetenhet, GDPR, rollen som konsultbolag och internationellt erkända svåra aktiviteter. Studiens forskningsbidrag består av identifierade utmaningar inom området incidenthantering hos IT-konsultbolag och resultatet av studien rekommenderas till IT-konsultbolag som, genom att få en förståelse av incidenthanteringens problematik, vill förbättra och utveckla sin process för hantering av incidenter.
APA, Harvard, Vancouver, ISO, and other styles
8

Sallis, Geoffrey. "How does bias/scope influence the operational outcome of pressurised incident command decisions and can it be countered?" Thesis, University of Gloucestershire, 2015. http://eprints.glos.ac.uk/3861/.

Full text
Abstract:
Effective fireground decision-making requires good situation awareness (SA) and appropriate selection from the information available to the incident commander. Individuals can display different information bias/scope in their view of the operational incident: either a liberal bias/scope towards accepting information as true with a risk of false alarm errors and/or a conservative bias/scope towards rejecting information with a risk of misses. Such decision - making bias/scope was examined over a series of five separate studies including operational fire fighters and incident commanders. The studies included a breathing apparatus (BA) exercise, two different table top operational incidents (domestic and commercial) and two exercises for flexible duty managers (FDM) in an assessable simulated fireground incident in 2012 and again in 2013. The studies were based on realistic incidents that both fire fighters and FDMs would be expected to respond to, in the final two studies each individual had to take over command and move towards a successful conclusion from an operational, environmental and social perspective. In all the studies, participants were required to answer true or false to a series of probe statements about the incident, which were analysed by a signal detection tool (QASA) to give a measure of actual situational awareness (ASA), perceived situational awareness (PSA) and bias/scope. The first exercise was a BA exercise undertaken to identify if bias was shown by FF’s when undertaking training, the data analysed by the QASA identified that most individuals displayed a high level of ASA about the incident, but also showed either a conservative bias/scope (with miss errors) or a liberal bias /scope (with false alarm errors). The results however also show that two individuals can appear to have similar ASA, but in fact still have very different bias/scope in regard to that knowledge. Once it was established that bias was identified this was developed using table top exercises as it allowed more participants and more control over undertaking the research within normal programmed training periods. The analysis of the two table top exercises showed ASA was high in both, but fire fighters perceived their PSA in a similar way if they had high confidence in one exercise they also had high confidence in the other exercise, or vice versa. However there was no significant correlation between the ASA scores and the PSA scores, with the pattern of bias/scope tendencies being differed across the two studies; with no significant correlation. In reviewing these results the identified difference in undertaking the 2 exercises was that in the second FF’s were familiar with the process and this allow a more relaxed approach, reducing pressure on the individual. While individuals showed bias patterns within the exercises undertaken, more pressurized exercises were identified to see if this bias was consistent for the individual when under pressure. Using the assessable incident commander exercises run by the FRS to test incident commander competence at a FDM level to undertake this. The exercises were used in 2012 and 2013 using the same individuals to compare their results, the outcome of these two simulated assessable fireground incident studies were; • for ASA: there was no significant correlation: r = -.120 and p= .623; • for PSA: there was a significant positive correlation: r =.577 and p = .012; • for bias/scope there was found a strongly positive significant correlation across the scores: r = .592 which is significant at the .008 level. The conclusion of the research is that individuals hold bias/scope tendencies and under pressure these tendencies are shown to be resting and will impact (condition) the individual’s decisions during periods of operational command during stressful conditions. The finding of bias/scope patterns is an important one that may have implications for understanding errors in incident ground decision - making. The finding of resting bias/scope patterns in FDM is an even more important one, which will have implications for understanding errors in incident ground decision - making and how we can help to reduce them. In semi structure interviews with FDMs who had undertaken the assessable exercises, they believed that knowing their bias was a first step to altering it to allow them to improve their decision making at pressurized incidents. Which supported the ultimate goal of the current research to further the understanding of bias/scope tendency, in order to support the training of effective fireground decision - making.
APA, Harvard, Vancouver, ISO, and other styles
9

Zeng, Chunqiu. "Large Scale Data Mining for IT Service Management." FIU Digital Commons, 2016. http://digitalcommons.fiu.edu/etd/3051.

Full text
Abstract:
More than ever, businesses heavily rely on IT service delivery to meet their current and frequently changing business requirements. Optimizing the quality of service delivery improves customer satisfaction and continues to be a critical driver for business growth. The routine maintenance procedure plays a key function in IT service management, which typically involves problem detection, determination and resolution for the service infrastructure. Many IT Service Providers adopt partial automation for incident diagnosis and resolution where the operation of the system administrators and automation operation are intertwined. Often the system administrators' roles are limited to helping triage tickets to the processing teams for problem resolving. The processing teams are responsible to perform a complex root cause analysis, providing the system statistics, event and ticket data. A large scale of system statistics, event and ticket data aggravate the burden of problem diagnosis on both the system administrators and the processing teams during routine maintenance procedures. Alleviating human efforts involved in IT service management dictates intelligent and efficient solutions to maximize the automation of routine maintenance procedures. Three research directions are identified and considered to be helpful for IT service management optimization: (1) Automatically determine problem categories according to the symptom description in a ticket; (2) Intelligently discover interesting temporal patterns from system events; (3) Instantly identify temporal dependencies among system performance statistics data. Provided with ticket, event, and system performance statistics data, the three directions can be effectively addressed with a data-driven solution. The quality of IT service delivery can be improved in an efficient and effective way. The dissertation addresses the research topics outlined above. Concretely, we design and develop data-driven solutions to help system administrators better manage the system and alleviate the human efforts involved in IT Service management, including (1) a knowledge guided hierarchical multi-label classification method for IT problem category determination based on both the symptom description in a ticket and the domain knowledge from the system administrators; (2) an efficient expectation maximization approach for temporal event pattern discovery based on a parametric model; (3) an online inference on time-varying temporal dependency discovery from large-scale time series data.
APA, Harvard, Vancouver, ISO, and other styles
10

Esposito, John M. "New York City Fire Department chief officer's evaluation of the citywide incident management system as it pertains to interagency emergency response." Thesis, Monterey, California. Naval Postgraduate School, 2011. http://hdl.handle.net/10945/5604.

Full text
Abstract:
CHDS State/Local
Approved for public release; distribution is unlimited
A review of the events of September 11 in New York City shows that inadequate inter-agency coordination or interdisciplinary collaboration existed among the rescuers arriving at the World Trade Center in Lower Manhattan. The 9/11 Commission recommended and NIMS mandated better coordination between the several agencies, specifically the fire and police departments. In 2004, New York City created the Citywide Incident Management System (CIMS) to address these shortcomings. The goal of this research is to provide an evaluation of CIMS several years after implementation; has it changed emergency response in New York City or are the same problems occurring? A survey of the FDNY chief officers was conducted and the results show that CIMS' policies are not consistently enacted. The history and creation of CIMS shortly following the September 11 terrorist attacks is discussed along with a brief background on interagency emergency operations. The history of conflict between the FDNY and the New York City Police Department (NYPD) and its motives are not the subject of this thesis, although they are discussed briefly. In closing, many of the same problems that plagued the emergency responders on September 11 still exist according to the survey results.
APA, Harvard, Vancouver, ISO, and other styles
More sources

Books on the topic "IT-incident management"

1

Service Incident Management (Managing the Business of IT, COE540X). 6th ed. Red Swan Publishing USA, 2006.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
2

Ellis, Stuart, and Kent MacCarter, eds. Incident Management in Australasia. CSIRO Publishing, 2016. http://dx.doi.org/10.1071/9781486306183.

Full text
Abstract:
Emergency services personnel conduct their work in situations that are inherently dangerous. Large incidents such as bushfires, floods and earthquakes often pose hazards that are not fully understood at the time of management, and the situation may be further complicated by the involvement of multiple agencies. To promote the safety of personnel and of the broader community, incident management skills must be constantly developed. Incident Management in Australasia presents lessons learnt from managing major incidents at regional and state levels. It is not an academic work. Rather, it is a collection of stories from professionals on the ground and others who subsequently reviewed the events and gained significant knowledge and understanding through that process. Some stories are personal, capturing emotional impact and deep reflection, and others are analytical, synthesising the findings of experience and inquests. All the stories relate to managing operational events and capture knowledge that no one person could gain in a single career. This book builds on current industry strategies to improve emergency responses. It will assist incident managers and those working at all levels in incident management teams, from Station Officer to Commissioner. It is highly readable and will also be of interest to members of the public with an appreciation for the emergency services.
APA, Harvard, Vancouver, ISO, and other styles
3

Hunt, Paul, and Ian Greaves. Oxford Manual of Major Incident Management. Oxford University Press, 2017. http://dx.doi.org/10.1093/med/9780199238088.001.0001.

Full text
Abstract:
Regrettably, no year passes without some form of major incident occurring somewhere in the United Kingdom. To the traditional threats of transport, industrial, and natural disasters has been added the possibility of a major terrorist atrocity such as the London bombings of 7 July 2005 or the recent marauding gun attacks in Paris. The international situation continues to suggest that the likelihood of further similar attacks is a question of when, rather than if. That said, for most professional responders, a transport incident such as the GNER crash at Great Heck, a chemical incident such as Flixborough, or an environmental catastrophe like Boscastle is probably the most likely type of incident that they will be involved in. The key to a successful response lies in preparedness and effective planning built upon up-to-date knowledge and a full awareness of relevant policy and procedures. The recent enquiry into the emergency services response to ‘7/7’ highlighted a number of failings while also complementing the individuals from all services and specialities who offered aid. Although, due to the nature of this incident being especially sensitive, it is clear that the emergency services response to any incident will be subject to intense public scrutiny—both official and via the media. There is a clear need to establish a core knowledge base which extends beyond individual professional boundaries and hence the need for this manual. The Oxford Manual of Major Incident Management will, for the first time, bring together and integrate the key facts for potential emergency responders to, or who may be involved in the planning and preparation for, a major incident of any type or scale.
APA, Harvard, Vancouver, ISO, and other styles
4

Sharfstein, Joshua M. Crisis Management. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780190697211.003.0007.

Full text
Abstract:
A useful management approach for responding to crises is the incident command system. Developed in the 1970s to coordinate efforts at the scenes of fires and other disasters, incident command is now the standard management structure recommended for a broad range of disasters by the Federal Emergency Management Agency. Key attributes of incident command include clear leadership, specified roles, and management by objective. Once an agency has developed the ability to activate an incident command or a modified version of incident command, it is worth using it regularly—including to better manage everyday public health challenges. Doing so builds the muscles of an organization in such areas as mobilizing resources, public communications, and decision-making under pressure.
APA, Harvard, Vancouver, ISO, and other styles
5

Ghebrehewet, Sam, and Alex G. Stewart. Incidents and outbreak management. Oxford University Press, 2016. http://dx.doi.org/10.1093/med/9780198745471.003.0020.

Full text
Abstract:
Communicable disease outbreak investigation is one of the key health protection functions. The investigation of environmental situations and incidents is also a developing area in the field. This chapter takes an all-hazard approach to cover the general principles and practice of incident and outbreak investigation and management in all three domains of health protection (communicable disease control, emergency response, and environmental public health). It includes: the key definitions and steps in investigation of incidents and outbreaks; the practical approaches to managing incidents and outbreaks; the steps and processes in the investigation and control of emergency response and environmental public health incidents; and the overall approach to public health risk assessment in all three domains.
APA, Harvard, Vancouver, ISO, and other styles
6

Concepts of Incident Command System for the Caribbean Region. A Manual for Participants. Pan American Health Organization, 2021. http://dx.doi.org/10.37774/9789275123287.

Full text
Abstract:
The Incident Command System (ICS) is a management tool for coordinating incidents or events that may exceed the daily capacity to respond. Most Caribbean countries have adopted the ICS as their standard for emergency response and operational deployment. It is critical to provide training for all first responders (i.e., law enforcement, fire, or emergency medical services personnel) who may be called upon to function in an ICS environment. The need for training extends to NGOs as well.
APA, Harvard, Vancouver, ISO, and other styles
7

Kumar M., Dileep. 50 short case studies in business management. UUM Press, 2012. http://dx.doi.org/10.32890/9789670474243.

Full text
Abstract:
The Higher Education Institutions that run business management programs in Malaysia is under severe criticism from industry that the passing out management graduates do not have adequate practical exposure to the industry and lack of practical skills to deal industrial issues proactively as the catalyst of change.This indicates that the traditional management education curriculum, as presently constituted, may not be adequately preparing individuals for the challenges they experience as professional managers.To deal with this issue, many management institutes are adopting case study as a pedagogy, a hypothetical or actual business situation to formulate a recommended policy or decision based on the facts and figures provided, to induce practical exposure to the students by simulating case situations, which improve students analytical skills and decision-making skills.A case study in business management course is a rigorous analysis of an incident, situation, person, crisis or any such phenomenon or concept, in relation to industry, business or people in the organisations.It is well related to the management, process or methodology adopted by the organisation stressing analysis of chain of events for better change management in relation to business operation context. The case studies included in this book provides better perspective of various issues and situations in the business field.The cases are written from the field of Organisational Behaviour, Human Resource Management, Marketing, Business Ethics, International Business, Strategic Management, Business Laws and General Management. These case studies are to be thoroughly analyzed by the faculty members before applying that into the classroom. It is expected that the faculty members should refer to the similar case scenarios at local and international levels to stimulate students to have better discussion on the multifaceted issues or situation. Instead of a direct entry into theoretical concepts, the author suggests that the faculty members distribute these cases well in advance and invite students to come for creative discussions and practical solutions.By preparing solutions to case studies, the students will be exposed to a variety of business operations, business process, management roles, and business situations.Thus the case studies can adequately integrate theoretical concepts effortlessly in realistic situations with better referential skills.The 50 cases included in this book can extremely be valuable in preparing students a career in industry by giving better chance to develop analytical and decision-making skills in the classroom that meet up the challenges of industry.
APA, Harvard, Vancouver, ISO, and other styles
8

Pinkhasov, Arkadiy, Michael J. Germain, and Lewis M. Cohen. Dialysis withdrawal and palliative care. Edited by Jonathan Himmelfarb. Oxford University Press, 2015. http://dx.doi.org/10.1093/med/9780199592548.003.0261.

Full text
Abstract:
This chapter discusses why dialysis withdrawal is so common in the United States, when dialysis withdrawal and withholding is appropriate, and the role of palliative care in the renal patient. It discusses guidelines that were created to aid in dialysis withdrawal, dialysis initiation, and prognostic calculation. Factors contributing to the phenomenon of dialysis discontinuation include variability in the criteria for initiation of renal replacement therapy, increasing numbers of incident and prevalent geriatric patients, new emphasis on autonomy and quality of life, the development of improved prognostic instruments for prediction of survival, growing acceptance of medical decisions that accelerate dying, and a clearer appreciation of the quality of dying that ensues following the cessation of dialysis. There continues to be a need for further integration of palliative medicine in the clinical management of patients with chronic kidney disease, especially since hospice services are often unavailable unless a decision is made to stop dialysis treatment. The importance of communication between staff and patients and the documentation of the plan of care is critical.
APA, Harvard, Vancouver, ISO, and other styles

Book chapters on the topic "IT-incident management"

1

Liu, Rong, and Juhnyoung Lee. "IT Incident Management by Analyzing Incident Relations." In Service-Oriented Computing, 631–38. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-34321-6_49.

Full text
APA, Harvard, Vancouver, ISO, and other styles
2

Orta, Elena, Mercedes Ruiz, Alejandro Calderón, and Nuria Hurtado. "Gamification for Improving IT Service Incident Management." In Communications in Computer and Information Science, 371–83. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-67383-7_27.

Full text
APA, Harvard, Vancouver, ISO, and other styles
3

Wahlgren, Gunnar, and Stewart Kowalski. "A Maturity Model for IT-Related Security Incident Management." In Business Information Systems, 203–17. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-20485-3_16.

Full text
APA, Harvard, Vancouver, ISO, and other styles
4

Tavaves, Priscila F., Liliam Sakamoto, Genivaldo Carlos Silva, Jair M. Abe, and Avelino P. Pimenta. "IT Incident Management and Analysis Using Non-classical Logics." In IFIP Advances in Information and Communication Technology, 20–27. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-51133-7_3.

Full text
APA, Harvard, Vancouver, ISO, and other styles
5

Rauchecker, Gerhard, Emrah Yasasin, and Guido Schryen. "A Decision Support System for IT Security Incident Management." In Trust, Privacy, and Security in Digital Business, 36–47. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-09770-1_4.

Full text
APA, Harvard, Vancouver, ISO, and other styles
6

Sánchez-Nielsen, Elena, Antonio Padrón-Ferrer, and Francisco Marreo-Estévez. "A Multi-agent System for Incident Management Solutions on IT Infrastructures." In Advances in Artificial Intelligence, 22–31. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-25274-7_3.

Full text
APA, Harvard, Vancouver, ISO, and other styles
7

Mandal, Atri, Shivali Agarwal, Nikhil Malhotra, Giriprasad Sridhara, Anupama Ray, and Daivik Swarup. "Improving IT Support by Enhancing Incident Management Process with Multi-modal Analysis." In Service-Oriented Computing, 431–46. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-33702-5_33.

Full text
APA, Harvard, Vancouver, ISO, and other styles
8

Bartolini, Claudio, Cesare Stefanelli, and Mauro Tortonesi. "SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process." In Managing Large-Scale Service Deployment, 83–94. Berlin, Heidelberg: Springer Berlin Heidelberg, 2008. http://dx.doi.org/10.1007/978-3-540-87353-2_7.

Full text
APA, Harvard, Vancouver, ISO, and other styles
9

Bartolini, Claudio. "IT Incident Management as a Collaborative Process: A Visualization Tool Inspired to Social Networks." In Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering, 824–30. Berlin, Heidelberg: Springer Berlin Heidelberg, 2009. http://dx.doi.org/10.1007/978-3-642-03354-4_59.

Full text
APA, Harvard, Vancouver, ISO, and other styles
10

Klett, Gerhard, Klaus-Werner Schröder, and Heinrich Kersten. "Incident Management." In IT-Notfallmanagement mit System, 123–46. Wiesbaden: Vieweg+Teubner, 2011. http://dx.doi.org/10.1007/978-3-8348-8226-4_7.

Full text
APA, Harvard, Vancouver, ISO, and other styles

Conference papers on the topic "IT-incident management"

1

Wang, Qian, Junde Song, Lianru Liu, Xiaoxiang Luo, and E. XinHua. "Building IT-based incident management platform." In 2010 5th International Conference on Pervasive Computing and Applications (ICPCA). IEEE, 2010. http://dx.doi.org/10.1109/icpca.2010.5704127.

Full text
APA, Harvard, Vancouver, ISO, and other styles
2

Line, Maria B., Inger Anne Tondel, and Martin G. Jaatun. "Information Security Incident Management: Planning for Failure." In 2014 Eighth International Conference on IT Security Incident Management & IT Forensics (IMF). IEEE, 2014. http://dx.doi.org/10.1109/imf.2014.10.

Full text
APA, Harvard, Vancouver, ISO, and other styles
3

Liu, Rong, Qicheng Li, Feng Li, Lijun Mei, and Juhnyoung Lee. "Big Data architecture for IT incident management." In 2014 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2014. http://dx.doi.org/10.1109/soli.2014.6960762.

Full text
APA, Harvard, Vancouver, ISO, and other styles
4

Hove, Cathrine, Marte Tarnes, Maria B. Line, and Karin Bernsmed. "Information Security Incident Management: Identified Practice in Large Organizations." In 2014 Eighth International Conference on IT Security Incident Management & IT Forensics (IMF). IEEE, 2014. http://dx.doi.org/10.1109/imf.2014.9.

Full text
APA, Harvard, Vancouver, ISO, and other styles
5

Metzger, Stefan, Wolfgang Hommel, and Helmut Reiser. "Integrated Security Incident Management -- Concepts and Real-World Experiences." In 2011 6th International Conference on IT Security Incident Management and IT Forensics (IMF 2011). IEEE, 2011. http://dx.doi.org/10.1109/imf.2011.15.

Full text
APA, Harvard, Vancouver, ISO, and other styles
6

Li, Ta Hsin, Rong Liu, Noi Sukaviriya, Ying Li, Jeaha Yang, Michael Sandin, and Juhnyoung Lee. "Incident Ticket Analytics for IT Application Management Services." In 2014 IEEE International Conference on Services Computing (SCC). IEEE, 2014. http://dx.doi.org/10.1109/scc.2014.80.

Full text
APA, Harvard, Vancouver, ISO, and other styles
7

Altschaffel, Robert, Stefan Kiltz, and Jana Dittmann. "From the Computer Incident Taxonomy to a Computer Forensic Examination Taxonomy." In 2009 Fifth International Conference on IT Security Incident Management and IT Forensics. IEEE, 2009. http://dx.doi.org/10.1109/imf.2009.17.

Full text
APA, Harvard, Vancouver, ISO, and other styles
8

Prihandono, Mohammad Agus, Ruki Harwahyu, and Riri Fitri Sari. "Performance of Machine Learning Algorithms for IT Incident Management." In 2020 11th International Conference on Awareness Science and Technology (iCAST). IEEE, 2020. http://dx.doi.org/10.1109/icast51195.2020.9319487.

Full text
APA, Harvard, Vancouver, ISO, and other styles
9

Harsch, Alexander, Steffen Idler, and Simon Thurner. "Assuming a State of Compromise: A Best Practise Approach for SMEs on Incident Response Management." In 2014 Eighth International Conference on IT Security Incident Management & IT Forensics (IMF). IEEE, 2014. http://dx.doi.org/10.1109/imf.2014.13.

Full text
APA, Harvard, Vancouver, ISO, and other styles
10

"Title Page i." In 2009 Fifth International Conference on IT Security Incident Management and IT Forensics. IEEE, 2009. http://dx.doi.org/10.1109/imf.2009.1.

Full text
APA, Harvard, Vancouver, ISO, and other styles
You might also be interested in the extended bibliographies on the topic 'IT-incident management' for particular source types:
Journal articles Dissertations / Theses
We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!

To the bibliography