ITIL Incident Management Process Reengineering in Industry 4.0 Environments

DOI

10.2991/ameii-16.2016.193How to use a DOI?

Keywords

Industry 4.0, ITIL, DevOps, Incident Management Process, Process Improvement

Abstract

The new technologies such as virtual resources and RFID in Industry 4.0 make traditional ITIL Incident Management Process can not adapt to the new environment anymore. Based Agile and Lean thinking of DevOps, this paper improved and designed on the traditional ITIL Incident Management Processes, proposed the use of automated procedures to integrate multi-step activities in the old process, added new incident monitoring and processing procedures based on new technologies such as virtual resources and RFID, proposed to break the different functions split, and establish a unified DevOps incident support team. The new process well guided the incident management works for the joint venture, and greatly improved the efficiency of its troubleshooting.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Jiqing Cao
AU  - Shuhai Zhang
PY  - 2016/04
DA  - 2016/04
TI  - ITIL Incident Management Process Reengineering in Industry 4.0 Environments
BT  - Proceedings of the 2nd International Conference on Advances in Mechanical Engineering and Industrial Informatics (AMEII 2016)
PB  - Atlantis Press
SP  - 1011
EP  - 1016
SN  - 2352-5401
UR  - https://doi.org/10.2991/ameii-16.2016.193
DO  - 10.2991/ameii-16.2016.193
ID  - Cao2016/04
ER  -