Performance estimation of organizational activity

Most of the service providers today have become increasingly dependent on their technology, being organized in terms of strong linkage between IT and business units in order to maximize units´ business value. Many companies are performing re-engineering using IT Infrastructure Library (ITIL) framework. In this paper incident management process is analyzed in one telecom service provider company. For this specific case formal model is applied. More optimal resources utilization is possible through this model and improvement in process like pro-active approach and simulation of exceptional cases are optional.