Abstract:Abstract-Shifting towards process-oriented approaches for IT Service Management (ITSM) is a rather evolutionary than a revolutionary step, enabling IT service providers to automate parts of their management activities. Therefore the existing management tools have to be integrated into an architecture that is aligned with the ITSM processes. The challenge in achieving this lies in the decoupling of the processes from the functionality offered by a heterogeneous tool chain. Applying serviceorientation to integra… Show more
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