期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2020
卷号：98
期号：14
页码：2707-2720
出版社：Journal of Theoretical and Applied
摘要：The increasing number of IT incident create issue to organization. Controlling the number of IT incident using ITIL framework is one of the success factor for organization in order to achieve its goals [18]. In the retail organization, the basic implementation of ITIL sometimes cannot fulfil the business requirement. It is requiring process improvement to get successful result to decrease or control number incidents. In this research, we have created new process that able to make synergy of Incident management and problem management process on ITIL version 4. The outcome of this research is to implement the new process to synergy the incident management and problem management in practices that will solve the IT support issues on retail organization.
