A study on the process model for IT service management

  • Authors:

  • Chen Zhao;HongHua Gan;Fei Gao

  • Affiliations:

  • Ningbo Institute of Technology, The College of Software Technology, Zhejiang University, Ningbo, China;The College of Software Technology, Zhejiang University, Ningbo, China;Ningbo Institute of Technology, Zhejiang University, Ningbo, China and College of Computer and Information Science, Zhejiang Wanli University, Ningbo, China

  • Venue:
  • CEA'09 Proceedings of the 3rd WSEAS international conference on Computer engineering and applications
  • Year:
  • 2009

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Abstract

The article proposes a process model for designing, developing and deploying business solutions, primary deals with IT Service Management (ITSM) and IT Infrastructure Library (ITIL), as a process based method. To develop an architecture for information technology service management and design process 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 process 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.