NDLI: Model-based integration of tools supporting automatable IT Service Management processes

Content Provider	IEEE Xplore Digital Library
Author	Pansa, I. Walter, P. Abeck, S. Scheibenberger, K.
Copyright Year	2010
Description	Author affiliation: IT Infrastructure and Services Karlsruhe Institute of Technology (KIT) 76131 Karlsruhe (Scheibenberger, K.) \|\| Cooperation & Management Karlsruhe Institute of Technology (KIT) 76131 Karlsruhe (Pansa, I.; Walter, P.; Abeck, S.)
Abstract	Shifting towards process-oriented approaches for IT Service Management (ITSM) is a rather evolutionary than a revolutionary step, enabling IT service providers to automate parts of their management activities. Therefore the existing management tools have to be integrated into an architecture that is aligned with the ITSM processes. The challenge in achieving this lies in the decoupling of the processes from the functionality offered by a heterogeneous tool chain. Applying service-orientation to integrate the existing management tools can help to solve this issue. Existing work within this field hardly discusses the necessary concepts in integrating management tools from a management process perspective but mainly focus on technical details such as web service-based integration making it hard to adapt the proposed solutions to scenarios other than targeted. To address this situation exemplified by ISO/IEC20000's definition of Incident Management Process, we present an approach for designing management services independent of concrete tools. The interfaces of the management services are designed with respect to requirements that can be derived from management standards and thus can be reused in management processes that conform to ISO/IEC20000.
Starting Page	99
Ending Page	102
File Size	146719
Page Count	4
File Format	PDF
ISBN	9781424460373
e-ISBN	9781424460397
DOI	10.1109/NOMSW.2010.5486595
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-04-19
Publisher Place	Japan
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Model-based development approach ISO/IEC20000 Service oriented architecture ISO standards IT Service Management Switches Electronic mail Information technology Web Service Technology management Web services Engineering management Computer architecture Quality management
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

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