IT service management driven by business objectives An application to incident management

IEEE Symposium Record on Network Operations and Management Symposium

Volumn , Issue , 2006, Pages 45-55

  Bartolini, Claudio ^a   Sallé, Mathias ^a   Trastour, David ^b  

^a HEWLETT PACKARD LABORATORIES   (United States)

^b HEWLETT PACKARD LABORATORIES   (United Kingdom)

Author keywords

Decision support; Openview; Service desk; Service level incident management; Service level management

Indexed keywords

DECISION SUPPORT SYSTEMS; ENTERPRISE RESOURCE MANAGEMENT; INFORMATION SERVICES; INFORMATION TECHNOLOGY;

MANAGEMENT BY BUSINESS OBJECTIVES (MBO); SERVICE DESK; SERVICE LEVEL INCIDENT MANAGEMENT; SERVICE LEVEL MANAGEMENT;

INFORMATION MANAGEMENT;

EID: 34250753245     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/noms.2006.1687537     Document Type: Conference Paper

References (17)

1. Control Objectives for Business Information-related Technology COBIT. http://www.isaca.org/cobit.htm
2. R. S. Kaplan, D. P. Norton, "The Balanced Scorecard: Translating Strategy into Action" Harvard Business School Press, 1996.
3. ITSM reference, http://www.itsm.org
4. B. H. Reich, I. Benzabat, "Measuring the linkage between business and information technology objectives", MIS quarterly, Society for Information Management and The Management Information Systems Research Center, 1996, vol 20, pages 55-81.
5. IT Infrastructure Library, "ITIL Service Support", Office of Government Commerce, June 2000
6. G. E. P. Box, G. M. Jenkins, G. C. Reinsel, G. Jenkins, "Time series analysis: forecasting and control", Holden-Day, San Francisco 1976
7. P. C. Fishburn, "Utility theory and decision making", Krieger Publication Co., Huntington, NY, 1979
8. A. Schrijver, "Theory of linear and integer programming", John Wiley and Sons, 1986
9. C. Bartolini, M. Sallé, "Business-driven prioritization of service incidents", in Proc. Distributed Systems: Operations and Management, (DSOM 2004), LNCS Springer 2004
10. A. Keller, J. Hellerstein, J. Wolf, K. L. Wu, V. Krishnan "The CHAMPS System: Change Management with Planning and Scheduling". In Proc. Network Operations and Management Symposium (NOMS 2004), IEEE Publishing, 2004
11. T. Pisello, P.A. Strassmann, "IT Value Chain Management-Maximizing the ROI from IT Investments", Digital Publications from the Information Economics Press, 2004
12. J. Sauvé, F. Marques, A. Moura, M. Sampaio, J. Jornada, "SLA Design from a Business Perspective", In Proc. Distributed Systems: Operations and Management, (DSOM 2005), LNCS Springer 2005
13. M. J. Buco, R. N. Chang, L. Z. Luan, C. Ward, J. L. Wolf, and P. S. Yu, "Utility computing: SLA management based upon business objectives", IBM Systems Journal, 2004.
14. M. Sallé, C. Bartolini, "Management by Contract", In Proc. Network Operations and Management Symposium (NOMS 2004), IEEE Publishing, 2004.
15. A. Keller, "Automating the Change Management Process with Electronic Contracts", In Proc. Service Oriented Solutions for Cooperative Organization (SoS4CO 2005), IEEE Publishing, 2005
16. A. Andrieux et al. "Web Services Agreement Specification (WS-Agreement)", Global Grid Forum, 2004
17. J. J. Jeng, H. Chang, K. Bhaskaran, "Policy Driven Business Performance Management", In Distributed Systems: Operations and Management, (DSOM 2004), LNCS Springer 2004