Cart (Loading....) | Create Account
Close category search window
 

Towards an information model for ITIL and ISO/IEC 20000 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
$31 $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

3 Author(s)
Brenner, M. ; Leibniz Supercomput. Centre, Munich, Germany ; Schaaf, T. ; Scherer, A.

As IT service providers are adopting more comprehensive approaches towards IT service management (ITSM), they increasingly need to rely on ITSM software solutions in their day-to-day operations. However, when wishing to integrate ITSM software from one vendor with that of another, the lack of underlying standards becomes woefully apparent. Without any standardized information model for ITSM processes, efficient and integrated ITSM will remain a vision. While in the telecommunications sector, a lot of work has been invested into developing the shared information/data model (SID), a companion model for the industry-specific process framework enhanced telecom operations map (eTOM), no equivalent for the more general process frameworks of ITIL and ISO/IEC 20000 is in sight. This paper introduces an approach towards an information model for ITSM processes. The presented method leverages work done for SID, by adapting and complementing SID concepts and content to produce an information model compliant to ISO/IEC 20000 requirements and ITIL recommendations.

Published in:

Integrated Network Management, 2009. IM '09. IFIP/IEEE International Symposium on

Date of Conference:

1-5 June 2009

Need Help?


IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.