A Conceptual Model of IT Service Problem Managementz

Abstract

IT service providers need a systematic problem management model to handle problems in IT services effectively. However, many IT organizations have difficulties in establishing a problem management model that is suitable for a service-oriented business. This is due to complex IT service management standards that include a large number of new concepts, which partly overlap whith those of traditional software engineering. In this paper, we propose a conceptual model which clarifies the concepts within IT service problem management, and connects these concepts to traditional software engineering tasks, such as testing and defect management. A design pattern is used to document our model. This study has been carried out in co-operation with IT companies and their customers in the electricity domain in Finland.

ITIL Metamodel

“…There are many publications and research strands on process metamodel and we also made an overview of published work in this area [4,5,9,10]. However, research work or professional publications regarding the definition of an ITIL metamodel is quite limited.…”

Specifying Services for ITIL Service Management

“…Most research on ITIL is published in business conferences and focuses on experience using ITIL. Two related papers are [15] that analyze a service desk and [10] that propose a conceptual model for problem tracking. The IBM initiative on service science 2 should also be mentioned.…”