Vital attributes of information technology service consultants in incident management

Authors

• Rumel V. Atienza, De La Salle University, Manila
• Mc Robart Steeler G. Dela Peña, De La Salle University, Manila
• Matea Alvyn Trinidad, Cavite State University

College

Gokongwei College of Engineering

Department/Unit

Industrial Engineering

Document Type

Book Chapter

Source Title

Advances in Marketing, Management and Finances

First Page

71

Last Page

75

Publication Date

2006

Abstract

Incident management is a key function in the information technology (IT) support service industry where employee qualifications are critical and need to be developed. A Philippine-based company wanted to determine if its plan of improving some employee qualifications thru recruitment and training would improve incident management time; if so, on what it should focus. Thru multivariate experiment and analyses involving 42 employees, it was proven that employee’s undergraduate grade-point average, English proficiency, and ITIL certification collectively affect incident resolution time with some combinations resulting to minimum.

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Recommended Citation

Atienza, R. V., Dela Peña, M. G., & Trinidad, M. (2006). Vital attributes of information technology service consultants in incident management. Advances in Marketing, Management and Finances, 71-75. Retrieved from https://animorepository.dlsu.edu.ph/faculty_research/15361

Note

Publication date supplied

Keywords

Computer technical support

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