Abstract
We propose a generic approach for introducing process modeling and analysis technology into IT Service Management (ITSM) to facilitate management of efficient IT services with guaranteed quality. Our approach consists of five steps: identifying core processes in ITSM, establishing the scope of applicability, defining the processes using the Flex language, executing/automating the processes, and analyzing the processes to find improvement opportunity. We illustrate our approach by applying it to a bank’s IT incident management process.
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Shen, B. (2008). Support IT Service Management with Process Modeling and Analysis. In: Wang, Q., Pfahl, D., Raffo, D.M. (eds) Making Globally Distributed Software Development a Success Story. ICSP 2008. Lecture Notes in Computer Science, vol 5007. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-79588-9_22
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DOI: https://doi.org/10.1007/978-3-540-79588-9_22
Publisher Name: Springer, Berlin, Heidelberg
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