Business driven prioritization of service incidents

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 3278, Issue , 2004, Pages 64-75

  Bartolini, Claudio ^a   Sallé, Mathias ^a  

^a HEWLETT PACKARD LABORATORIES   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

PRODUCT DESIGN;

BUSINESS OBJECTIVES; CHANGE MANAGEMENT PROCESS; IT INFRASTRUCTURE LIBRARIES; IT MANAGEMENT FRAMEWORKS; PROTOTYPE SYSTEM; STRATEGIC PARTNERS; TECHNOLOGY PROVIDERS; THEORETICAL FRAMEWORK;

SOFTWARE PROTOTYPING;

EID: 35048892942     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: 10.1007/978-3-540-30184-4_6     Document Type: Article

References (7)

1. M.Sallé, "IT Service Management and IT Governance: Review, Comparative Analysis and their Impact on Utility Computing", HP Labs Technical Report HPL-2004-98, 2004.
2. IT Governance Institute (ITGI), "Control Objectives for Information and related Technology (CobiT) 3rd Edition", 2002. Information Systems Audit and Control Association.
3. Office of Government Commerce (OGC), editor. "The IT Infrastructure Library (ITIL)" The Stationary Office, Norwich, UK, 2000.
4. J. Von Neumann, O. Morgenstern, "Theory of Games and Economic Behavior", Princeton University Press, 1944.
5. M. Brenner, I. Radisic, and M. Schollmeyer, "A Criteria Catalog Based Methodology for Analyzing Service Management Processes" In Proc.13th IFIP/IEEE International Workshop on Distributed Systems: Operations & Management (DSOM 2002), 2004.
6. 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", in IBM Systems Journal, Vol. 43, No. 1, 2004
7. M.Sallé and C.Bartolini, "Management by Contract", In Proc. 2004 IEEE/IFIP Network Operations and Management Symposium (NOMS 2004), Seoul, Korea, April 2004