IT service management driven by business objectives An application to incident management

In this paper we address the problem of ensuring business-IT alignment We describe a method and a system for decision support In IT Service Management driven by alignment with the business objectives or lite enterprise that the IT supports. Our technical proposition, called IT Management by Business objectives (MBO) is applicable to most of the domains or IT Service Management, such as incident management, change management, and others. The technology consists or some components that are reusable across domains, together with guidelines and patterns for building complementary components In order to develop domain-specific solutions.