A model based framework supporting ITIL Service IT Management

Abstract

The implementation of an adequate business management system for information technologies (IT) requires recognition of business needs, current level of maintenance, better insights into available approaches and tools, as well as their interoperability and integration. The approach we are proposing in this topic aims the reusing and the extension of CIM (Common Informational Model), a standard Model in System Management domain, for designing the ITIL (Information Technology Infrastructure Library) processes. According to ITIL, the CMDB (Configuration Management Database) forms the basis for effective and efficient IT Service Management. We will present how core processes correlate to each other and point out the challenge of setting up a CMDB. We also present the key requirements for designing CMDB with using the MDA (Model Driven Architecture) approach and focus in the PIM (Platform Independent Model) phase. In order to ensure a well-founded business management of ITIL CMDB and the different dependencies between processes, a static view must be provided with a behavior view. Our approach of the behavior modeling is based upon the integration of statechart diagrams UML2.0 in the CIM model. © 2010 Springer-Verlag Berlin Heidelberg.