Improving BGP incident management

• Main Author: Tiu, Grace L.
• Format: text
• Language: English
• Published: Animo Repository 2015
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/4982
• Institution: De La Salle University

IT Service Management (ITSM) is the set of specialized organizational capabilities for providing value to customers in the form of services (An Introductory Overview of ITIL , 2011). Globally, the most-widely used framework for ITSM is the IT Infrastructure Library (ITIL, ITIL Incident Management) that includes processes for incident management, change and release management, and delivery of IT services to customers (An Introductory Overview of ITIL , 2011). Spectrogen Corporation, an online gambling company incorporated in 2007, is the company behind the popular Asian online gaming brand, Bodog. The company has Marketing, ECOMM, Customer Service, HR and Finance, Product, General Administration, and IT departments that are dedicated to serve the business operations of the company. In line with our companys goal to serve players faster, our company proceeded to implement Bodog Global Platform (BGP), a newly deployed back office system. BGP incurred a lot of incidents when it was newly deployed into operational use for production. Role conflict, role ambiguity, and role overload were some of the issues identified that caused the employee to feel strain which was based on Theoretical Model for Strain thus affected their performance that led to delayed incident status. Delayed resolutions of incidents resulted in the platform not being efficiently utilized and hence became more of a burden rather than a help for the operations team and ultimately, the company. That is why there was a need to improve the incident management process by incorporating the PDCAs Change Model for the company to attain its objectives of clearly defining job roles, properly monitoring each incident, and syncing the record inventory of incidents between the two bug management systems for more accurate report generation. The rollout of the improved incident management process was a collaborative effort between the BGP team and the ITOS team and the goal was to decrease the number of delayed incidents and to monitor the resolution time of each level of incidents. In the course of addressing the issue, I found out that clarity in the job role could make an employee perform well. However, having role clarity was not enough employees should also have the personal initiative to do its tasks.