Support IT service management with process modeling and analysis

  • Authors:

  • Beijun Shen

  • Affiliations:

  • Dept. of Computer Science and Engineering, Shanghai Jiaotong University, Shanghai, China

  • Venue:
  • ICSP'08 Proceedings of the Software process, 2008 international conference on Making globally distributed software development a success story
  • Year:
  • 2008

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Abstract

We propose a generic approach for introducing process modeling andanalysis technology into IT Service Management (ITSM) to facilitate managementof efficient IT services with guaranteed quality. Our approach consists offive steps: identifying core processes in ITSM, establishing the scope of applicability,defining the processes using the Flex language, executing/automatingthe processes, and analyzing the processes to find improvement opportunity.We illustrate our approach by applying it to a bank's IT incident managementprocess.