In today's IT service market customers urge providers to grant guarantees for quality of service (QoS)

The paradigm shift from device-oriented to service-oriented management has also implications to the area of event correlation. Today's event correlation mainly addresses the correlation of events as reported from management tools. However, a correlation of user trouble reports concerning services should also be performed. This is necessary to improve the resolution time and to reduce the effort for keeping the service agreements. We refer to such a type of correlation as service-oriented event correlation. The necessity to use this kind of event correlation is motivated in the paper.To introduce service-oriented event correlation for an IT service provider, an appropriate modeling of the correlation workflow and of the information is necessary. Therefore, we examine the process management frameworks IT Infrastructure Library (ITIL) and enhanced Telecom Operations Map (eTOM) for their contribution to the workflow modeling in this area. The different kinds of dependencies that we find in our general scenario are then used to develop a workflow for the service-oriented event correlation. The MNM Service Model, which is a generic model for IT service management proposed by the Munich Network Management (MNM) Team, is used to derive an appropriate information modeling. An example scenario, the Web Hosting Service of the Leibniz Supercomputing Center (LRZ), is used to demonstrate the application of service-oriented event correlation.

Abstract. According to ITIL, a CMDB (Configuration Management Database), containing a logical model of the IT infrastructure, forms the basis for effective and efficient IT Service Management. However, a common understanding of what constitutes a CMDB has not yet been established. By contrast, concepts for building and using MIBs (Management Information Base) -also aimed at providing logical models of the IT infrastructure -have long since been established in the area of systems management.This paper presents an overview of the CMDB and MIB concepts, discusses how they relate to each other and compares them based on the main purposes of a CMDB. It discusses whether modeling approaches used for MIBs can be reused for CMDBs. To this end, a criteria catalog based on core CMDB concepts and basic information requirements of ITIL's Service Management processes are derived, and the challenges of implementing a CMDB reusing concepts of common management models are discussed. Concluding, basic approaches towards integrating CMDBs and MIBs are presented.

Abstract

Abstract-Providers, operators and customers understand that the concept of an IT service offers a beneficial abstraction from actual IT operations, effectively encapsulating the provisioning of the service. Yet, IT services are in fact provided by installations composed of very large numbers of managed elements. Hence, management of a service implies the management of the multitude of elements and sub-services upon which the service relies. The mapping of a service's attributes onto resources to "make the service visible" is as much of a challenge as the execution of service management actions (i.e. actions directed at a service) on the underlying infrastructure. Even today, practical solutions to these issues are scarce.In this paper, we propose a methodology for the synthesis of service attributes to create the foundation for a service management information base. We present a declarative language suitable for the representation of service attributes in dependence of management attributes of the provisioning infrastructure. In addition, we discuss a service monitoring architecture driven by service attribute specifications.