IBM service management architecture
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IT service management architecture and autonomic computing
IBM Systems Journal
An integration model for organizing IT service management
IBM Systems Journal
Integrated change and configuration management
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Integration of domain-specific IT processes and tools in IBM service management
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Electronic Commerce Research and Applications
An approach for formal verification of business processes
SpringSim '09 Proceedings of the 2009 Spring Simulation Multiconference
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
Information Systems Service Quality, Zone of Tolerance, and User Satisfaction
Journal of Organizational and End User Computing
The role of decision-making support systems in IT service management processes
Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
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In this paper we describe standards and widely adopted best practices that facilitate the deployment of information technology service management (ITSM). We cover the Information Technology Infrastructure Library® (ITIL®) framework of best practices for delivering information technology (IT) services. As part of ITIL we discuss the central role played by the configuration management database (CMDB). Then we describe the CMDB federation specification, an emerging standard for federating data repositories in support of a CMDB. We discuss two standards for representing management data and constraints on those data: the Service Modeling Language (SML) and the Solution Deployment Descriptor (SDD). Finally, we describe how related but incompatible Web services standards are being unified into a consistent set of standards.