An integration model for organizing IT service management

Abstract

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.

Implications of Integration and Interoperability for Enterprise Cloud-Based Applications

“…But as pointed out by [6], service consumers with global operations require faster response time, and thus save time by distributing workload requests to multiple clouds at the same time. Often, the onus is on the consumer to procure these web services individually and then integrate them per requirement [7]. To further complicate the situation, many companies are not (only) building on public clouds for their cloud computing needs, but combining public offerings with their own on-premise (private) IT infrastructure, leading to so-called hybrid cloud setups [8].…”

“…Likewise the lack of standards brings disadvantages when migration, integration, or exchange of resources is required [27]. As cloud systems are typically external components to the enterprises' overall IT system, the need to have seamless security integration calls for interoperable standard interfaces for authentication, authorization, and communication protections [7]. An identity and access management standard to support secure integration of cloud systems into existing enterprise security infrastructure is also required.…”

A Semantic Approach to Automate Service Management in the Cloud

“…Black et al [5] have proposed an integrated model for IT service management. Their model is limited to managing the service from the service provider"s perspective.…”

DC Proposal: Automation of Service Lifecycle on the Cloud by Using Semantic Technologies

“…Black et al [5] proposed an integrated model for IT service management, but it is limited to managing the service from only the service provider's perspective. Paurobally et al [12] have described a framework for web service negotiation using the iterated Contract Net Protocol [13].…”