International Conference on Software Technology and Engineering (ICSTE 2012)
77 Use of Queueing Petri Net in Modeling of IT Service Incident Management
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- Ris (Zotero)
- Reference Manager
The issue of IT service management is getting more and more attention by enterprise, recently. Continual process improvement is the foundation toward a sound management of IT service. However, doing process improvement needs the support of accurate modeling of the process. Moreover, Queueing Petri net (QPN) has the advantages of graphical nature and performance evaluation and is a good candidate for process modeling, but no present research exists on studying this issue. Thus the purpose of this paper is to explore how to apply QPN on business process modeling, and use the modeling technique on IT service incident management.