By Topic

Model-based integration of tools supporting automatable IT Service Management processes

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$33 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

4 Author(s)
Ingo Pansa ; Cooperation & Management Karlsruhe Institute of Technology (KIT) 76131 Karlsruhe ; Philipp Walter ; Sebastian Abeck ; Klaus Scheibenberger

Shifting towards process-oriented approaches for IT Service Management (ITSM) is a rather evolutionary than a revolutionary step, enabling IT service providers to automate parts of their management activities. Therefore the existing management tools have to be integrated into an architecture that is aligned with the ITSM processes. The challenge in achieving this lies in the decoupling of the processes from the functionality offered by a heterogeneous tool chain. Applying service-orientation to integrate the existing management tools can help to solve this issue. Existing work within this field hardly discusses the necessary concepts in integrating management tools from a management process perspective but mainly focus on technical details such as web service-based integration making it hard to adapt the proposed solutions to scenarios other than targeted. To address this situation exemplified by ISO/IEC20000's definition of Incident Management Process, we present an approach for designing management services independent of concrete tools. The interfaces of the management services are designed with respect to requirements that can be derived from management standards and thus can be reused in management processes that conform to ISO/IEC20000.

Published in:

Network Operations and Management Symposium Workshops (NOMS Wksps), 2010 IEEE/IFIP

Date of Conference:

19-23 April 2010