Abstract: ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. Upon the adoption of ITIL processes, organizations face many challenges that can lead to increased complexity. In this paper we use the advantages of agent technology to make implementation and use of ITIL processes more efficient, starting by the incident management process.

Youssef SEKHARA, Hicham MEDROMI and Adil SAYOUTI, “Multi-Agent Architecture for Implementation of ITIL Processes: Case of Incident Management Process” International Journal of Advanced Computer Science and Applications(IJACSA), 5(8), 2014. http://dx.doi.org/10.14569/IJACSA.2014.050812

@article{SEKHARA2014,
title = {Multi-Agent Architecture for Implementation of ITIL Processes: Case of Incident Management Process},
journal = {International Journal of Advanced Computer Science and Applications},
doi = {10.14569/IJACSA.2014.050812},
url = {http://dx.doi.org/10.14569/IJACSA.2014.050812},
year = {2014},
publisher = {The Science and Information Organization},
volume = {5},
number = {8},
author = {Youssef SEKHARA and Hicham MEDROMI and Adil SAYOUTI}
}