IT Service Management: An Introduction : Based on ITIL (Japanese Version)
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
Optimal Design of E-Commerce Site Infrastructure from a Business Perspective
HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 08
Activity-Based Scheduling of IT Changes
AIMS '07 Proceedings of the 1st international conference on Autonomous Infrastructure, Management and Security: Inter-Domain Management
SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process
DSOM '08 Proceedings of the 19th IFIP/IEEE international workshop on Distributed Systems: Operations and Management: Managing Large-Scale Service Deployment
Business-impact analysis and simulation of critical incidents in IT service management
IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management
On the risk exposure and priority determination of changes in IT service management
DSOM'07 Proceedings of the Distributed systems: operations and management 18th IFIP/IEEE international conference on Managing virtualization of networks and services
Changerefinery: assisted refinement of high-level IT change requests
POLICY'09 Proceedings of the 10th IEEE international conference on Policies for distributed systems and networks
Using strategy trees in change management in clouds
Proceedings of the 7th International Conference on Network and Services Management
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From the results of a web survey we carried out in 2006, the main challenge in IT change management from a change manager's perspective was identified as planning and scheduling of changes. This paper begins to address this problem by taking business considerations into account; this is done through a business-driven IT management (BDIM) approach. A reference architecture that follows BDIM principles is sketched; it includes a mathematical model linking IT availability metrics to business objectives. Monetary loss due to service level violations on service availability is used as the main business metric. We present a numerical illustration of how the derived metrics may support change management decisions in order to plan and schedule changes to minimize adverse business impact.