NDLI: IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows

Content Provider	IEEE Xplore Digital Library
Author	Ayachitula, N. Buco, M. Yixin Diao Maheswaran, S. Pavuluri, R. Shwartz, L. Ward, C.
Copyright Year	2007
Description	Author affiliation: T.J. Watson Res. Center, IBM, Yorktown Heights, NY (Ayachitula, N.; Buco, M.; Yixin Diao; Maheswaran, S.; Pavuluri, R.; Shwartz, L.; Ward, C.)
Abstract	People, processes, technology and information are the essential building blocks for creating a successful IT infrastructure in today's fast-paced, service-focused marketplace. ITIL which is recognized as the de facto standard for service management is a process based approach. ITIL focuses on a set of integrated processes which run the gamut from highly interactive and dynamic processes such as problem determination to highly repeatable processes such as patch deployment which are best handled in a fully automated, non-interactive fashion. The ability to support and integrate the full spectrum of interactivity for these processes with the appropriate level of automation is crucial for the service provider. Also key is the ability to identify opportunities to increase the level of automation as maturity and technology permit. In this paper, we propose a conceptual methodology for IT service management process automation that leverages the ontological relationships between process artifacts and resource artifacts to develop data aware processes for an effective automated approach to integrate both highly automated and human centric process models. The objective is to develop a systematic approach that addresses the needs of an IT organization in order that highly automated operational processes work in conjunction with collaborative human decision centric processes in order to effectively deliver IT services. In addition, we propose a complexity model to assist in identifying automation opportunities to satisfy the need for continuous efficiency and cost improvement.
Starting Page	574
Ending Page	581
File Size	388812
Page Count	8
File Format	PDF
ISBN	0769529259
DOI	10.1109/SCC.2007.75
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2007-07-09
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Automation Collaborative work Costs Application software Technology management Human resource management Ontologies Software tools Web services Decision making
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

An ontological approach for personalized services

A Semantic Web Service-Oriented Model for Project Management

A mechanism for creating scientific application services on-demand from workflows

Making resource decisions for software projects

Ontological Approach for E-Services

Towards semantically-assisted design of collaborative business processes in EAI scenarios

Web4Groups-a tool for telematic collaboration

Context-Based Web Service Clustering

A Context-Aware Resource Recommendation System for Business Collaboration

IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows

Similar Documents

An ontological approach for personalized services

A Semantic Web Service-Oriented Model for Project Management

A mechanism for creating scientific application services on-demand from workflows

Making resource decisions for software projects

Ontological Approach for E-Services

Towards semantically-assisted design of collaborative business processes in EAI scenarios

Web4Groups-a tool for telematic collaboration

Context-Based Web Service Clustering

A Context-Aware Resource Recommendation System for Business Collaboration

IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows