Monitoring Model for Preventive Incident Identification and Execution of Corrective Measures in Technological Services of Organizations

Abstract

The increase in the use of IT for process management support has required organizations to make greater efforts to monitor the performance of their technological services to ensure that they provide timely and relevant information. In this context, the purpose of the research is to present a model to monitor the status of IT services that identifies incidents and mitigates their impact through preventive actions. The model has been built by applying process design, incident management, and process indicator monitoring concepts. Its structure is based on five components that offer the actions necessary for incident identification and monitoring, with implementation and operation processes being the transversal component. The model was validated by identifying and monitoring three incidents of the SAP ERP service, whose performances were measured in a time interval. The results show that the monitoring model allows for efficient monitoring of IT service statuses and for the execution preventive actions.