A proposal for implementation of ITIL incident management process in SMEs

According to previous findings, in a situation where an ITIL implementation is performed, the Incident Management Process could be the first process to be implemented; however, the ten activities defined in the process are too extensive to be implemented in a SME. For this reason, it is relevant to develop a strategy for implementing all ITIL processes in order to encourage the SMEs starting a formal ITIL implementation. In this article, an implementation strategy using a profile scheme has been developed, this is done by means of two different instruments. Firstly, a deep analysis of selected process and secondly an ISO 29110 structural analysis are revised too. After this, the proposal strategy was applied to Incident Management Process. For this purpose a Delphi study with some experts in the area was conducted in order to validate some constrains related to Incident management activities. As a result, a proposal of A Strategy for implementing ITIL Incident Management Process is presented.