Analysing End user Experiences in ITIL incident Management

Abstract

This thesis focuses on end user experiences in the handling of the incident management process in the case company, based on the incident process outlined in the Information Technology Infrastructure Library (ITIL). Incident management has been implemented in the company using an IT service suite, BMC Remedy, and following the ITIL service management framework, but some problems needed to be addressed due to the long processing time experienced which affect service delivery to the users. The main objectives were to find out why incident processing took so long and to determine the areas to be addressed at a later stage in order to have better service.

The theoretical part for the process includes a review of the implemented procedures in the company’s incident management manual and the knowledge of the best IT service management practices outlined in the ITIL framework. The data was collected through a survey conducted in the company and analysed using the feedback and suggestions given by the users on the status of various factors that affect the time taken to get solutions for incidents.

The outcome of this thesis is based on the user feedback on three key areas that affect time taken on incidents identification, reporting and resolution namely the incident reporting quality, incident request orientation and incident request communication. The issues addressed would aim at reducing the duration of ticket resolution, and solve the challenges experienced by the users when reporting and receiving information on incidents resolution.