IT service providers use applications to support their business processes. The need for specialized IT management functionality and information generates a multitude and diversity of management applications that can be recognized in one IT provider's scenario. To run IT and to provide IT services effectively and efficiently, management applications have to be integrated along operational processes. This paper introduces an approach to integrate management applications by leveraging a Service-Oriented Architecture (SOA). Therefore, a sufficient understanding of IT service provider's processes and cooperative roles is essential. IT service providers have defined their business processes for operating IT and providing IT services according to standards like IT Infrastructure Library (ITIL).
Did you find this white paper useful?
25 out of 50 users found this white paper useful
Related white papers
Touchpaper Helps Staffordshire County Council Realise New Vision for IT
Staffordshire County Council serves a local population of 800,000 people, employing more than 30,000 staff. The council's overall aim is to make Staffordshire an even better place to live, work,...
Knowledge Management and ITIL: Creating the Adaptive Organization
The Information Technology Infrastructure Library (ITIL) provides organizations with a framework for consistent IT Service Management (ITSM) over time. Knowledge Management principles complement and augment the ITIL framework, especially in...
ITIL, IT Governance & the Managed Service Provider (MSP)
Business focused approaches for managing IT resources are highly valued in today's enterprise. As IT departments and organizations transition from technology to service based management models, investing in a credible,...
IT Service Management Driven by Business Objectives: An Application to Incident Management
This paper addresses the problem of ensuring business-IT alignment. It describes a method and a system for decision support in IT Service Management driven by alignment with the business objectives...
Driving ITIL Adoption with Mercury BTO
Toward the goal of aligning IT with business goals and priorities, the Information Technology Infrastructure Library (ITILŪ) offers the world's most widely-accepted approach to IT Service Management. As the...
ITIL Best Practices: Maximizing the Business Value of IT - Part II
Change management and service-level management form a base that enables organization to maximize the business value of IT. While many vendors can provide solutions to automate portions of the...
Ventura Expands Service Management With HEAT
Ventura provides outsourced customer contact centre services. As Ventura has matured the software has grown with it, and it is providing a solid foundation as the company moves towards ITIL...
