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Implementation of Incident and Problem Management Processes in Software Development Systems

Shabani, Mahdi | 2024

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 56821 (01)
  4. University: Sharif University of Technology
  5. Department: Industrial Engineering
  6. Advisor(s): Rafiee, Majid
  7. Abstract:
  8. This research examines the importance and implementation of incident management and problem management processes in the field of software development systems. In the fast-paced and dynamic world of software development, incidents and problems can arise that disrupt system performance and impact customer satisfaction. Incident management provides a structured approach to quickly identify, prioritize, and resolve unexpected events, while problem management focuses on identifying root causes and preventing the recurrence of incidents. By addressing the key stages of these processes and their benefits, the research emphasizes the importance of proactive incident resolution, software quality improvement, minimizing downtime, and continuous enhancement. Integrating incident and problem management processes into software development workflows ensures a sustainable and efficient development environment, ultimately leading to the delivery of reliable and customer-centric software products. The research presents a proposal for implementing these management processes that are under the standard of the Information Technology Infrastructure Library (ITIL). Additionally, to validate the proposed approach, the research implements it in an operational environment and examines the qualitative and quantitative aspects of the proposal
  9. Keywords:
  10. Software Development ; Information Technology ; Information Technology Infrastructure Library (ITIL)Standard ; Processes Management ; Incident Management Process ; Problem Management Process

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