Nowadays, one of the problems that companies must face is to have multiple monitoring tools which depend on IT Service Management (ITSM) frameworks like IT Infrastructure Library (ITIL). This leads in turn to different reports of the same issues. So, companies have to install several monitoring tools in order to get the information required by management processes. And this leads to different reports which mean more cost and complexity. Consequently, we need to find a solution that gives us a consistence report especially at the incident management level.
The main concern of this thesis is how ITSM can help us in designing a process model that could solve the inconsistency in reports, and help to implement the integration between those monitoring tools. Additionally, the thesis will discuss the validity of this process and its ability to be as a standard solution to all Small & Medium Enterprises (SMEs).
This work depends on design science research methodology, and will answer the following four questions: