The business process model for IT service management

Authors:
Chen Zhao;Fei Gao
Affiliations:
College of Computer and Information Science, Zhejiang Wanli University and Ningbo Institute of Technology and The College of Management, Zhejiang University, Ningbo, China;College of Computer and Information Science, Zhejiang Wanli University and Ningbo Institute of Technology, Zhejiang University, Ningbo, China
Venue:
WSEAS TRANSACTIONS on SYSTEMS
Year:
2008

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Abstract

The article primary deals with IT Service Management (ITSM) and IT Infrastructure Library (ITIL), as a process based method. Providing IT services with better, guaranteed quality has been the aim of many diverse efforts, undertaken under the common denominator ITSM. To develop an architecture for information technology service management and design integrated solutions, it is necessary to establish a common framework for delivering IT services. The model is a framework for organizing the assets that constitute an ITSM design. Using this framework, an organization can document the available set of IT services offered and understand how they are composed from finer-grained services delivered by internal or external providers. This processing model can be used by management software vendors to describe the capabilities of their ITSM offerings and to align those with the needs of different customers. An introduction to the terminology and icons used in the Business Process Model are applied in Enterprise Architect's Business Process Model.