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• W2783208234 abstract "According to previous findings, in a situation where an ITIL implementation is performed, the Incident Management Process could be the first process to be implemented; however, the ten activities defined in the process are too extensive to be implemented in a SME. For this reason, it is relevant to develop a strategy for implementing all ITIL processes in order to encourage the SMEs starting a formal ITIL implementation. In this article, an implementation strategy using a profile scheme has been developed, this is done by means of two different instruments. Firstly, a deep analysis of selected process and secondly an ISO 29110 structural analysis are revised too. After this, the proposal strategy was applied to Incident Management Process. For this purpose a Delphi study with some experts in the area was conducted in order to validate some constrains related to Incident management activities. As a result, a proposal of A Strategy for implementing ITIL Incident Management Process is presented." @default.
• W2783208234 created "2018-01-26" @default.
• W2783208234 creator A5030240475 @default.
• W2783208234 creator A5087539588 @default.
• W2783208234 date "2017-10-01" @default.
• W2783208234 modified "2023-10-01" @default.
• W2783208234 title "A proposal for implementation of ITIL incident management process in SMEs" @default.
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• W2783208234 doi "https://doi.org/10.1109/etcm.2017.8247494" @default.
• W2783208234 hasPublicationYear "2017" @default.
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