Pattern-oriented software architecture: a system of patterns
Pattern-oriented software architecture: a system of patterns
An integration model for organizing IT service management
IBM Systems Journal
The business process model for IT service management
WSEAS TRANSACTIONS on SYSTEMS
A study on the process model for IT service management
CEA'09 Proceedings of the 3rd WSEAS international conference on Computer engineering and applications
Managing process customizability and customization: model, language and process
WISE'07 Proceedings of the 8th international conference on Web information systems engineering
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
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To manage the delivery of services competitively on a large, global scale, an IT (information technology) service provider must efficiently use service delivery resources-in particular, skilled service delivery teams. Service requests form a large and important component of the management of a client's IT infrastructure. Currently, the fulfillment of IT service requests is often managed on a per-account basis. Service-delivery teams fulfill service requests according to account-specific processes by using an account-specific service-request-management environment, making it difficult to leverage the skills of the various delivery teams for multiple accounts. The service delivery management platform (SDMP) uses reusable service components that can be performed by multiple delivery teams and can be assembled into service compositions to which multiple clients can subscribe. The SDMP catalog is the information repository that manages service components, composition, providers, and subscriptions and is used by the service-request runtime environment to implement specific customer service requests. In this paper, we describe a catalog-based architecture for service delivery management and demonstrate how its use can provide a global service-delivery organization with a platform for achieving significant productivity gains.