ITIL-based IT service support process reengineering
Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
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IT Service Management (ITSM) is playing an increasing important role in ensuring consistency between information technology and business process nowadays. As the core of ITSM, IT Service Support ensures that the customer has appropriate services to support business function. Therefore,many organizations adopt best practices and tools in order to import IT Service Support normative and efficiency, and IT Infrastructure Library (ITIL) has been the international de facto standard. However, current standards and tools are not enough to provide precise, abstract and systematic IT Service Support concepts. Furthermore, process model integration, reuse and exchange still remains a challenge in IT Service Support process development area. In this context, an ITIL-based IT Service Support Process metamodel was presented in this paper. The metamodel extends Business Process Definition Metamodel (BPDM) as an IT Service Support process is also a business process. The metamodel has characteristic of easy operation and simple structure, and it has been preliminary applied in implementation of IT Service Support Process tool. The proposed metamodel soundly support process modeling and business rule customization in the form of ECA (Event- Condition-Action).