IT support conversation manager: A conversation-centered approach and tool for managing best practice IT processes

Proceedings - IEEE International Enterprise Distributed Object Computing Workshop, EDOC

Volumn , Issue , 2010, Pages 247-256

  Motahari Nezhad, Hamid R ^a   Bartolini, Claudio ^a   Graupner, Sven ^a   Singhal, Sharad ^a   Spence, Susan ^a  

^a HEWLETT PACKARD LABORATORIES   (United States)

Author keywords

Ad hoc business processes; Best practice process frameworks; Collaboration applications; It processes

Indexed keywords

ADAPTIVE PROCESS; BEST-PRACTICES; BUSINESS PROCESS; COLLABORATION APPLICATIONS; FLEXIBLE DEFINITION; INFORMATION LOSS; IT INFRASTRUCTURES; IT PROCESSES; PROBLEM MANAGEMENT; PROCESS LOGIC; PROCESS MODEL; PROCESS TEMPLATE; PRODUCTIVITY TOOLS; SEMI-STRUCTURED;

EQUIPMENT; INDUSTRY; INFORMATION TECHNOLOGY; INFORMATION USE; PRODUCTIVITY;

MANAGEMENT;

EID: 79951896647     PISSN: 15417719     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/EDOC.2010.20     Document Type: Conference Paper

References (23)

1. L. Hendriks and M. Carr, "ITIL: Best Practice in IT Service Management," in: Van Bon, J. (Hrsg.): The Guide to IT Service Management, Band 1, London u. a. 2002, pp 131-150.
2. HP BTO Software, HP Service Manager, http://www.managementsoftware.hp.com
3. K. Brennan, "A Guide to the Business Analysis Body of Knowledge (Babok Guide)," International Institute of Business Analysis. pp. 29. ISBN 0981129218. 2009.
4. K. Jensen, "Coloured Petri Nets. Basic Concepts, Analysis Methods and Practical Use," Volumes 1-3, Monographs in Theoretical Computer Science, Springer-Verlag, ISBN: 3- 540-60943-1, 2nd corrected printing, 1997.
5. Y. Choo, "Hierarchical Nets: A Structured Petri Net Approach to Concurrency," Technical Report CaltechCSTR:1982.5044-tr-82, California Institute of Technology, 1982.
6. S. Graupner, H. R. Motahari-Nezhad, S. Singhal, & S. Basu, "Making Process from Best Practices Frameworks Actionable," DDBP 2009: Second International Workshop on Dynamic and Declarative Business Processes, Co-located with EDOC 2009, September 1, 2009, Auckland, New Zealand.
7. University of Karlsruhe, "Semantic Media Wiki," http://semantic-mediawiki.org.
8. Z. Shangguan, Z. Gao, K. Zhu, "Ontology-Based Process Modeling Using eTOM and ITIL," In CONFENIS (2) pp. 1001-1010, 2007.
9. M. Dumas, W. M. van der Aalst, A. H. ter Hofstede, "Process Aware Information Systems: Bridging People and Software Through Process Technology," WileyBlackwell, 2005.
10. M. Reichert, P. Dadam, "ADEPT flex Supporting Dynamic Changes of Workflows Without Loosing Control," Journal of Intelligent Information Systems, 10 (1998) 2, 93-129.
11. M. Adams, A.H.M. ter Hofstede, D. Edmond, and W.M.P. van der Aalst, "Implementing dynamic flexibility in workflows using worklets," Report BPM-06-06. BPMCenter.org, 2006.
12. T. Eijndhoven, M. Iacob, and M. L. Ponisio, "Achieving Business Process Flexibility with Business Rules," In 12th international IEEE Enterprise Distributed Object Computing Conference (EDOC 2008). IEEE Computer Society, pp. 95-104. 2008.
13. Orbus Software, The iServer ITIL Solution, http://www.orbussoftware.com/ business-processanalysis/products/itil-solution/.
14. S. Dustdar, "Caramba - A Process-Aware Collaboration System Supporting Ad hoc and Collaborative Processes in Virtual Teams," Distrib. Parallel Databases 15, 1 (2004), 45-66.
15. A. Dreiling, Gravity - Collaborative Business Process Modelling within Google Wave, SAP Research, Sep. 2009.
16. Itensil, Workflow-on-Wave (WoW), http://itensil.com.
17. T. Moran, A. Cozzi, and S. Farrell, "Unified activity management: supporting people in e-business," Commun. ACM 48, 12 (Dec. 2005), 67-70. (Pubitemid 43906413)
18. S. Hobson, S. Patil, "Public Disclosure versus Private Practice: Challenges in Business Process Management," Workshop on SOA, Globalization, People, & Work (SGPAW 2009), Sweden.
19. TeleManagement Forum, "Enhanced Telecom Operations Map (eTOM) - The Business Process Framework," www.tmforum.org/BestPracticesStandards/ BusinessProcessFramework/1647/Home.html.
20. K. Finn, and T. Winograd, "The language-action approach to design of computer support for cooperative work," Proceedings of the IFIP TC8 Conference on Collaborative Work, Social Communications and Information Systems, Helsinki, Finland, 27-29 August, 1991.
21. J.R. Searle, "Speech acts: An essay in the philosophy of language", Cambridge University, Cambridge, England, 1969.
22. P. Bille, "A survey on tree edit distance and related problems," Theor. Comput. Sci., 337(1-3):217-239, 2005. (Pubitemid 40644674)
23. M. Reichert, "A Thing Called "Fluid Process" - Beyond Rigidity in Business Process Support," In: 3rd Int'l Workshop on Enterprise Modelling and Information Systems Architectures (EMISA'09), September 2009, Ulm, Germany.