...Stewart Wan Purpose This paper aims at improving the service‐oriented IT management by adopting relevant business continuity planning processes for service impact analysis in handling resource event. The paper also proposes a framework for implementation. Design/methodology/approach...

... management process modules in service outsourcing model. Three years of quantitative analysis using real operational data were used to present the effect on ITSM tools adoption. A framework was developed from the study of literatures in service management, incident prioritization, and business continuity...