Communications of the ACM - Special issue on analysis and modeling in software development
A meta-model for formulating knowledge-based models of software development
Decision Support Systems - Special issue: DSS on model formulation
Measuring the software process: statistical process control for software process improvement
Measuring the software process: statistical process control for software process improvement
A Proposed Web Tool for IT Environment Service Management
AICT-ICIW '06 Proceedings of the Advanced Int'l Conference on Telecommunications and Int'l Conference on Internet and Web Applications and Services
Getting Rid of the OR-Join in Business Process Models
EDOC '07 Proceedings of the 11th IEEE International Enterprise Distributed Object Computing Conference
Toward a comparable characterization for software development activities in context of MDE
Proceedings of the 2011 International Conference on Software and Systems Process
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IT service support is a process-oriented practice that strives to manage the efficient supply of IT services with guaranteed quality. Many organizations adopt best practices and tools in order to improve the maturity of IT service support processes. However, when existing solutions and methodologies are applied in various organizations, the customization efforts and costs are usually large. And also dynamic changes during IT service support process execution can't be supported by almost all of the existed tools. Furthermore, process model integration, reuse and exchange still remain challenges in IT service support process modeling area. In this context, an IT service support process metamodel is presented in this paper. The metamodel extends a generic business process definition metamodel - BPDM, through its domain characteristics. Based on the proposed metamodel, we develop a flexible IT service support process engineering platform, which integrates and automates IT service support processes including incident, problem, change, release and configuration management. In contrast to other IT service support tools, besides process modeling and enactment, it can evolve the metamodel, interchange process models with other tools through metamodel parsing adapter flexibly, and also support adaptive process management via metamodel-based ECA rules.