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IT Service Management Automation – An Automation Centric Approach Leveraging Configuration Control, Audit Verification and Process Analytics

  • Naga Ayachitula
  • Melissa Buco
  • Yixin Diao
  • Bradford Fisher
  • David Loewenstern
  • Chris Ward
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4785)

Abstract

People, processes, technology and information are the service provider’s resources for delivering IT services. Process automation is one way in which service providers can reduce cost and improve quality by automating routine tasks thereby reducing human error and reserving people resources for those tasks which require human skill and complex decision making. In this paper we propose a conceptual methodology for IT service management process automation in the area of configuration control, audit verification, and process analytics. We employ a complexity model to assist in identifying the opportunities for process automation. We recommend and outline an automated approach to the complex task of variance detection of the hierarchically defined Configuration Items in a Configuration Management Database (CMDB) against the Configuration Items in the IT environment. We also recommend the integration of this automated detection with human centric remediation for resolving the variances detected and outline an automated approach to the variance detection.

References

  1. 1.
    ITIL The Key to Managing IT Services: Service Support Version 2.3 (TSO for OGC) (2000)Google Scholar
  2. 2.
    Information technology — Service management (ISO/IEC 20000) Google Scholar
  3. 3.
    Diao, Y., Keller, A.: Quantifying the complexity of IT service management processes. In: Proceedings of the 17th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, Dublin, Ireland, pp. 61–73 (2006)Google Scholar

Copyright information

© IFIP International Federation for Information Processing 2007

Authors and Affiliations

  • Naga Ayachitula
    • 1
  • Melissa Buco
    • 1
  • Yixin Diao
    • 1
  • Bradford Fisher
    • 2
  • David Loewenstern
    • 1
  • Chris Ward
    • 1
  1. 1.IBM Thomas J Watson Research Center, Hawthorne, NY 10532USA
  2. 2.IBM, RTP, NC 27709USA

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