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IT service management driven by business objectives: an application to incident management

Bartolini, Claudio; Salle, Mathias; Trastour, David


Keyword(s): service level incident management; Openview; service desk; service level management; decision support

Abstract: In this paper we address the problem of ensuring business-IT alignment. We describe a method and a system for decision support in IT Service Management driven by alignment with the business objectives of the enterprise that the IT supports. Our technical proposition, called IT Management by Business Objectives (MBO) is applicable to most of the domains of IT Service Management, such as incident management, change management, and others. The technology consists of some components that are reusable across domains, together with guidelines and patterns for building complementary components in order to develop domain- specific solutions. Notes: Published in and presented at the 10th IEEE/IFIP Network Operations and Management Symposium (NOMS 2006), 3-7 April 2006, Vancouver, Canada

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