Towards a method for IT service management

Abstract

To cope with the challenges in IT service management, methods are required that purposefully reduce the complexity inherent to enterprises - with regard to both business and IT -, facilitate communication among groups of stakeholders and support the management of IT services along their life cycle. In this paper we investigate the potentials of an enterprise modelling approach to IT service management and reflect upon design alternatives for corresponding modelling constructs. We present research in progress that is intended as foundation for discussion with and discursive evaluation by peers and domain experts. © 2011 IFIP International Federation for Information Processing.