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Article Details

Copyright Statement: This is an open access article licensed under a Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, even commercially as long as the original work is properly cited.

Multi-Agent Architecture for Implementation of ITIL Processes: Case of Incident Management Process

Author 1: Youssef SEKHARA
Author 2: Hicham MEDROMI
Author 3: Adil SAYOUTI

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Digital Object Identifier (DOI) : 10.14569/IJACSA.2014.050812

Article Published in International Journal of Advanced Computer Science and Applications(IJACSA), Volume 5 Issue 8, 2014.

  • Abstract and Keywords
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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.

Keywords: ITIL; Process; Multi-agent system; 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}
}


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