Abstract
People, processes, technology and information are the service provider’s resources for delivering IT services. Process automation is one way in which service providers can reduce cost and improve quality by automating routine tasks thereby reducing human error and reserving people resources for those tasks which require human skill and complex decision making. In this paper we propose a conceptual methodology for IT service management process automation in the area of configuration control, audit verification, and process analytics. We employ a complexity model to assist in identifying the opportunities for process automation. We recommend and outline an automated approach to the complex task of variance detection of the hierarchically defined Configuration Items in a Configuration Management Database (CMDB) against the Configuration Items in the IT environment. We also recommend the integration of this automated detection with human centric remediation for resolving the variances detected and outline an automated approach to the variance detection.
References
ITIL The Key to Managing IT Services: Service Support Version 2.3 (TSO for OGC) (2000)
Information technology — Service management (ISO/IEC 20000)
Diao, Y., Keller, A.: Quantifying the complexity of IT service management processes. In: Proceedings of the 17th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, Dublin, Ireland, pp. 61–73 (2006)
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© 2007 IFIP International Federation for Information Processing
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Ayachitula, N., Buco, M., Diao, Y., Fisher, B., Loewenstern, D., Ward, C. (2007). IT Service Management Automation – An Automation Centric Approach Leveraging Configuration Control, Audit Verification and Process Analytics. In: Clemm, A., Granville, L.Z., Stadler, R. (eds) Managing Virtualization of Networks and Services. DSOM 2007. Lecture Notes in Computer Science, vol 4785. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-75694-1_19
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DOI: https://doi.org/10.1007/978-3-540-75694-1_19
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-75693-4
Online ISBN: 978-3-540-75694-1
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