Interface Design For IT Service Management Practice (CISTI 2014)

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As the worldwide economy becomes increasingly service-based, companies have a growing need for the adoption of IT Service Management (ITSM) best practices, tools, and methodologies. The Information …

As the worldwide economy becomes increasingly service-based, companies have a growing need for the adoption of IT Service Management (ITSM) best practices, tools, and methodologies. The Information Technology Infrastructure Library (ITIL) is a set of best practices in ITSM and is now highly adopted by the industry. However, implementing ITIL is complex and costly, and enterprises that design, adopt and provide ITSM services, often end up with different analysis methods and designs for similar ITSM solutions.

Aiming at reducing costs and standardizing ITIL-based implementations we propose a methodology to build ITIL conformant interfaces for its processes and functions. This methodology aims for the standardization and partial automation of the construction of reusable software components that are ITIL conformant. It promotes software reuse for ITSM /ITIL solutions market, through the future development of ITSM interfaces.

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  • 1. João Casalta Nabais joao-l-nabais@telecom.pt Alexandre Miguel Pinto ampinto@dei.uc.pt
 António Cruz antonio.j.cruz@telecom.pt
 Jorge Cardoso jorge.cardoso@kit.eu Interface Design For IT Service Management Practice
  • 2. To change or develop slowly often into a better, more complex, or more advanced state: to develop by a process of evolution Evolve
  • 3. Technology W W W
  • 4. To make full use from a resource: The companies sprang up to exploit this new technology Exploit
  • 5. Services Over-The-Top Content Web Applications Web Services Value Added Services Web APIs
  • 6. Lack of something wanted or deemed necessary: to fulfill the needs of performing a certain kind of function Need
  • 7. Management ! Incidents Problems ChangesRequests ?
  • 8. To direct or control the use of : manage a complex software Manage
  • 9. How? o o o x x x Service OperationService Transition Service DesignService Strategy ContinualServiceImprovement
  • 10. ITIL Estimates increase of
 20± % 
 per annum Adoption: Training: increase of
 30± % 
 per annum 1 1 1 R. England, “Review of recent ITIL® studies”, APM Group Ltd, 2011
  • 11. ITSM (ITIL) Adoption 1 Hire
 Expert + Build
 Solution 2 Certify
 Collaborator(s) + Build
 Solution 3 Buy Certified
 Solution $ $ $ $
  • 12. Repeating something else and therefore unnecessary: having to systems doing the exact same thing is redundant Redundant
  • 13. ITSM Implementation Company A Company B Implementation 1 - Identify ITSM process 2 - Document process 3 - Build process flow 4 - Identify Interfaces: 
 Inputs, Outputs and Data Types 
 needed for each 
 activity/Operation(s) 
 of the process 5 - Implement (program it) 6- Build specific UI Same ITSM needs
 e.g. Incident Management 1 - Identify ITSM process 2 - Document process 3 - Build process flow 4 - Identify Interfaces: 
 Inputs, Outputs and Data Types 
 needed for each 
 activity/Operation(s) 
 of the process 5 - Implement (program it) 6- Build specific UI Similar!! Can be provided 
 by ITIL
  • 14. Use again or more than once: The tape could be magnetically erased and reused Reuse
  • 15. Solution/Alternative 1 Interface Specification
 for ITSM process
 (e.g. WSDL, WADL) ITSM Solution
 Provider
 Company Specifies Bypass step 1 to 4 Consumer Company A 
 and/or B Web APIs
 for ITSM Process Build Specific UI Web iOS Android (…) Consume Build Build ITSM ComponentITIL Information Object 
 (Interface)
  • 16. Solution/Alternative 2 Web APIs
 for ITSM Process ITSM Solution
 Provider
 Company Implements
 base on
 Specification(s) Bypass step 1 to 5 Build Specific UI Web iOS Android (…) Consumer Company A 
 and/or B Consume Build ITSM Component
  • 17. A body of practices, procedures, and rules used by those who work in a discipline or engage in an inquiry Methodology
  • 18. ITSM Practice Interface Design A) Build ITSM Process (or adopt ITIL Process) B) Specify the ITSM Process Flow (or adopt ITIL Process) C) Identify Operations, Inputs, Outputs and Data Types 
 (based on process activities) D) Review and discuss the specification
  • 19. A) Build ITSM Process
  • 20. B) Specify the ITSM Process Flow
  • 21. C) Identify Operations, Inputs, Outputs and Data Types
  • 22. D) Review and discuss the specification X Is the Interface well described? Yes No Tem Discussion and Inspection Review Interface
  • 23. Q & A