IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows

Proceedings - 2007 IEEE International Conference on Services Computing, SCC 2007

Volumn , Issue , 2007, Pages 574-581

  Ayachitula, Naga ^a   Buco, Melissa ^a   Diao, Yixin ^a   Maheswaran, Surendra ^a   Pavuluri, Raju ^a   Shwartz, Larisa ^a   Ward, Chris ^a  

^a IBM T J WATSON RESEARCH CENTER   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

IT SERVICE MANAGEMENT PROCESS AUTOMATION; PROCESS ARTIFACTS; SERVICE MANAGEMENT;

AUTOMATION; COMPUTER SUPPORTED COOPERATIVE WORK; INFORMATION MANAGEMENT; INFORMATION SERVICES; ONTOLOGY; PROBLEM SOLVING;

INFORMATION TECHNOLOGY;

EID: 35248889059     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/SCC.2007.75     Document Type: Conference Paper

References (8)

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2. Information technology -Service management, (ISO/IEC 20000).
3. Y. Diao and A. Keller, "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.
4. Y. Diao, A. Keller, S. Parekh, and V. V. Marinov, "Predicting labor cost through IT management complexity metrics," to Appear in Proceedings of the 10th IFIP/IEEE International Symposium on Integrated Management, Munich, Germany, 2007.
5. WS-BPEL Extension for People - IBM, SAP AG http://www128.ibm.com/ developerworks/webservices/library/specification/ws-bpel4people/
6. Kevin Geminiuc, A Services-Oriented Approach to Business Rules Development. http://www.oracle.com/technology/pub/articles/bpel_cookbook/ geminiuc.html
7. Matjaz Juric and Doug H. Todd, Using BPEL in business processes that require human interaction. http://webservices.sys-con.com/read/204417.htm
8. Jean De, The Power of IT, SutterPublished 2004 [9] ISO/IEC, ISO 20000: Information technology - Service management, (ISO) and (IEC), 2005.