Engineering Adaptive IT Service Support Processes Using Meta-modeling Technologies

  • Beijun Shen
  • Xin Huang
  • Kai Zhou
  • Wenwei Tang
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6195)


IT service support is a process-oriented practice that strives to manage the efficient supply of IT services with guaranteed quality. Many organizations adopt best practices and tools in order to improve the maturity of IT service support processes. However, when existing solutions and methodologies are applied in various organizations, the customization efforts and costs are usually large. And also dynamic changes during IT service support process execution can’t be supported by almost all of the existed tools. Furthermore, process model integration, reuse and exchange still remain challenges in IT service support process modeling area. In this context, an IT service support process metamodel is presented in this paper. The metamodel extends a generic business process definition metamodel – BPDM, through its domain characteristics. Based on the proposed metamodel, we develop a flexible IT service support process engineering platform, which integrates and automates IT service support processes including incident, problem, change, release and configuration management. In contrast to other IT service support tools, besides process modeling and enactment, it can evolve the metamodel, interchange process models with other tools through metamodel parsing adapter flexibly, and also support adaptive process management via metamodel-based ECA rules.


IT service support process engineering Metamodel MDA 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Drago, R.B., et al.: A Proposed Web Tool for IT Environment Service Management. In: Proceedings of International Conference on Internet and Web Applications and Services (2006)Google Scholar
  2. 2.
    Aileen, C.S., Tan, W.G.: Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and success factors. In: IT Governance International Conference, Auckland, NZ (2005)Google Scholar
  3. 3.
    Mi, P., Scacchi, W.: A Meta-Model for Formulating Knowledge-Based Models of Software Development. Special issue: Decision Support Systems 17(4) (1996)Google Scholar
  4. 4.
    The Stationery Office, Office of Government Commerce, United Kingdom: ITIL and IT Service Management (2010),
  5. 5.
    OMG: Meta Object Facility (MOF) 2.0 Core Specification, OMG Adopted Specification ptc/03-10-04 (2003)Google Scholar
  6. 6.
    Mendling, J., van Dongen, B.F., van der Aalst, W.M.P.: Getting Rid of the OR-Join in Business Process Models. In: Enterprise Distributed Object Computing Conference (2007)Google Scholar
  7. 7.
    Curtis, B., Kellner, M., Over, J.: Process Modeling. Communication of the ACM 35(9) (1992)Google Scholar
  8. 8.
    OMG: Unified Modeling Language (UML) Specification: Superstructure, V2.0 (2005),
  9. 9.
    OMG: Business Process Definition Metamodel (BPDM). OMG Adopted Specification ptc/03-10-04 (2003)Google Scholar
  10. 10.
    OASIS: Web Services Business Process Execution Language. V2.0 (2007),
  11. 11.
    OMG: BPMN Specification V2.0 (2009),
  12. 12.
    OASIS: Business Process Specification Schema v1.01 (2001),
  13. 13.
    Florac, W.A., Carleton, A.D.: Measuring the Software Process: statistical process control for software process improvement. Addison-Wesley Professional, Boston (1999)Google Scholar
  14. 14.
    OMG: Enterprise Distributed Object Computing, OMG Adopted Specification ptc/03-10-04 (2003)Google Scholar
  15. 15.
    Bézivin, J.: On the unification power of models. Software and System Modeling 4, 2 (2005)CrossRefGoogle Scholar
  16. 16.
    Firesmith, D.G., Henderson-Sellers: The OPEN Process Framework. The OPEN Series. Addison-Wesley, London (2002)Google Scholar
  17. 17.
    Goeken, M., Alter, S.: Representing IT Governance Frameworks as Metamodels. In: Proceedings of the 2008 International Conference on e-Learning, e-Business, Enterprise Information Systems, and e-Government (2008)Google Scholar
  18. 18.
    Jäntti, M., Eerola, A.: A Conceptual Model of IT Service Problem Management. In: Proceedings of the IEEE Conference on Service Systems and Service Management (ISSSM 2006). University of Technology of Troyes, France (2006)Google Scholar
  19. 19.
    Strahonja, V.: Definition Metamodel of ITIL. Information Systems Development Challenges in Practice, Theory, and Education, vol. 2 (2009)Google Scholar
  20. 20.
    Park, C., Choi, H., et al.: Knowledge-based AOP Framework for Business Rule Aspects in Business Process. ETRI Journal 29(4) (2007)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Beijun Shen
    • 1
    • 2
  • Xin Huang
    • 1
  • Kai Zhou
    • 1
  • Wenwei Tang
    • 3
  1. 1.School of SoftwareShanghai Jiaotong UniversityShanghaiChina
  2. 2.Key Laboratory of High Confidence Software Technologies(Peking University), Ministry of EducationBeijingChina
  3. 3.IBM Corp.ShanghaiChina

Personalised recommendations