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ASME Press Select Proceedings

International Conference on Software Technology and Engineering (ICSTE 2012)

Editor
Jianhong Zhou
Jianhong Zhou
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ISBN:
9780791860151
No. of Pages:
680
Publisher:
ASME Press
Publication date:
2012

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.

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