This paper presents a research project of University of Pavia that has been implemented by Business Integration Partners (BIP). The project concerns a Knowledge Base on Business and IT Processes. The Knowledge Base maps Business and related IT Processes and stores knowledge structures in different forms, such as diagrams, text, multimedia. The analyst can navigate stored information and create new processes by using a design methodology, that includes the definition of process structure, the association of performances to process structures and the design of a individual process performances by using inheritance methods. The Knowledge Base was successfully implemented in a large telecommunication organization.
In today's global economy context, since companies rely heavily on their information systems to delivery services to their Customers, any downtime can have serious impacts on their business. At the same time, the traditional approach of measuring the availability of only systems and components is no longer sufficient and must give way to a more comprehensive measurement that takes account of the whole service delivery chain. In this paper we present the method used by an international ICT service provider as UniCredit Group, to monitor and improve the availability of its services.
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