A mechanism of KEDB-centric fault management to optimize the realization of ITIL based ITSM

Abstract

On the process of converting existing IT service management structure into ITIL based ITSM structure, many of operation management systems that introduced the guideline of ITIL are able to confront several side effects at operation of fault management process. The typical instances of the side effects are business disorder caused by refinement of fault management process, accuracy decrease of RCA (Root cause analysis) caused by reliability shortage of KEDB information, and delay of fault recovery time caused by the collaboration work to handle a fault between management steps, etc. In this paper, we proposed several mechanisms for KEDB-centric fault management in order to minimize the side effects of fault management process of the ITIL based ITSM. The main objects of proposed fault management mechanisms are to support effective collaboration system for handling a fault between management steps, to provide essential information for analyzing faults, and to provide accurate fault recovery path for prompt handling of various types of faults. The proposed mechanisms were applied to an implementation of Internet service resource management system in KT. As the result, the proposed mechanisms contributed to achieve business goals that are expected by introduction of ITIL based ITSM paradigm, such as TCO reduction through effective resource management and systematic management of service quality based on SLA with customer. © Springer-Verlag Berlin Heidelberg 2007.