To develop an architecture for information technology service management (ITSM) and design integrated solutions, it is necessary to establish a common understanding of the key conceptual domains involved in delivering IT services-organization, process, tools, and technology-and how they interrelate. This paper presents an integration model for ITSM practitioners. The model is a framework for organizing the assets that constitute an ITSM design. Using this framework, an organization can document the available set of IT services offered and understand how they are composed from finergrained services delivered by internal or external providers. Different service designs are supported, depending on the service requirements and organizational context. This integration model is applicable to both in-house IT organizations and IT service providers, regardless of industry or size of enterprise. It may be used by management software vendors to describe the capabilities of their ITSM offerings and to align those with the needs of different customers, by consultants and integrators to develop engagement materials and solution offerings, and by IT service delivery organizations to document their service designs.
It is now some 4 years since the New South Wales Roads and Traffic Authority (RTA) interim noise policy was released. The document sets out RTA policies on traffic noise along with guidelines relating to assessment and control. It is perhaps the most extensive document on the topic ever produced by an Australian road authority. The underlying philosophy of the policy is the importance of noise as an issue that must be addressed in all aspects of RTA road planning, design, construction, maintenance, and operation programs. Some recent advances in the traffic noise arena are considered. A spatial decision support system is then outlined for road planning that has been developed as part of an Australian Research Council industry collaborative research grant involving RTA and the University of New South Wales. This is built on object-oriented programming and geographic information system technologies and involves a library containing models in eight domains amounting to 33,000 lines of code. The noise estimation procedure included in this system is described together with how it has been adapted and implemented in an object-oriented way. Speculation is made on how the prototype may be integrated into the emerging corporate responsibilities of RTA in the area of communication and consultation.
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