Support IT service management with process modeling and analysis

Abstract

We propose a generic approach for introducing process modeling and analysis technology into IT Service Management (ITSM) to facilitate management of efficient IT services with guaranteed quality. Our approach consists of five steps: identifying core processes in ITSM, establishing the scope of applicability, defining the processes using the Flex language, executing/automating the processes, and analyzing the processes to find improvement opportunity. We illustrate our approach by applying it to a bank's IT incident management process. © 2008 Springer-Verlag Berlin Heidelberg.