Using constraint programming techniques to improve incident management process in ITIL

ITIL is a large collection of best practices, tools and methods used in the management and handling of IT services. It's composed of five books related to the most important IT management fields. In this paper, we will place the emphasis on the Service Operation field in ITIL and more precisely, on the incident management process used for managing the life cycle of IT incidents. The main idea is to find a solution for an automated optimal planning of interventions in the incident management process. Indeed, despite the number of software solutions for incident management process, intervention planning is still a manual task due to the high complexity of its automation. In this paper, we propose two solutions for automated optimal planning of interventions in the incident management. The first is inspired by the vehicle routing problems and the second is inspired by the constraint-based problems. Eventually, we will compare between the results of these two solution.