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

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3 Author(s)
Bartolini, C. ; HP Lab., Palo Alto, CA ; Salle, M. ; Trastour, D.

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 of the enterprise that the IT supports. Our technical proposition, called IT management by business objectives (MBO) is applicable to most of the domains of IT service management, such as incident management, change management, and others. The technology consists of some components that are reusable across domains, together with guidelines and patterns for building complementary components in order to develop domain-specific solutions

Published in:

Network Operations and Management Symposium, 2006. NOMS 2006. 10th IEEE/IFIP

Date of Conference:

3-7 April 2006

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