A framework for information systems architecture
IBM Systems Journal
Design patterns: elements of reusable object-oriented software
Design patterns: elements of reusable object-oriented software
Production workflow: concepts and techniques
Production workflow: concepts and techniques
Design Rules: The Power of Modularity Volume 1
Design Rules: The Power of Modularity Volume 1
From Business Process Model to Consistent Implementation: A Case for Formal Verification Methods
EDOC '02 Proceedings of the 6th International Enterprise Distributed Object Computing Conference
Business artifacts: An approach to operational specification
IBM Systems Journal
iBOM: A Platform for Intelligent Business Operation Management
ICDE '05 Proceedings of the 21st International Conference on Data Engineering
A technical framework for sense-and-respond business management
IBM Systems Journal
DSCWeaver: Synchronization-Constraint Aspect Extension to Procedural Process Specification Languages
ICWS '06 Proceedings of the IEEE International Conference on Web Services
Catalog-based service request management
IBM Systems Journal
Introduction to web services architecture
IBM Systems Journal
Catalog-based service request management
IBM Systems Journal
Sense-and-respond supply chain using model-driven techniques
IBM Systems Journal
Artifact-centered operational modeling: lessons from customer engagements
IBM Systems Journal
Core business architecture for a service-oriented enterprise
IBM Systems Journal
Artifact-Centric Business Process Models: Brief Survey of Research Results and Challenges
OTM '08 Proceedings of the OTM 2008 Confederated International Conferences, CoopIS, DOA, GADA, IS, and ODBASE 2008. Part II on On the Move to Meaningful Internet Systems
Reasoning intra-dependency in commitments for robust scheduling
Proceedings of The 8th International Conference on Autonomous Agents and Multiagent Systems - Volume 2
A layered service process model for managing variation and change in service provider operations
WISE'07 Proceedings of the 8th international conference on Web information systems engineering
A service-oriented approach to web warehousing
Proceedings of the 11th International Conference on Information Integration and Web-based Applications & Services
A formal model for service mediators
ER'10 Proceedings of the 2010 international conference on Advances in conceptual modeling: applications and challenges
Using XML for cloud specification and XQuery for service discovery
Proceedings of the 12th International Conference on Information Integration and Web-based Applications & Services
Sustainability modelling and reporting: From roadmap to implementation
Decision Support Systems
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IT (information technology) service providers often assume that efficient and effective service delivery can be achieved by migrating to a standard set of tools. This assumption is true only if the service provider has monolithic control over the scope and architecture of the customer environment. The trend, however, is toward selective outsourcing, customer control over the architecture of IT solutions, and retention of legacy tools. Target environments are extremely heterogeneous, and the ability of the service provider to control them is diminishing. Consequently, there is a need for a new approach to IT service workflow automation and a new generation of service-delivery management systems that support heterogeneity and collaboration. This paper introduces a new approach to automating complex and variable workflows, applies this approach to IT service delivery management (SDM), presents an SDM architecture based on this approach, and discusses an SDM implementation driven by this architecture. Our implementation architecture leverages service-oriented architecture (SOA) principles by defining loosely coupled service components and a service fulfillment pattern that dynamically integrates them. We discuss the modeling of performance metrics for service delivery and describe how the monitoring and management of key performance indicators (KPIs) are supported as an integral part of our SDM platform.