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

In this paper we address the problem of ensuring business-IT alignment. We describe a method and a system for decision support in IT service management driven by alignment with the business objectives of the enterprise that the IT supports. Our technical proposition, called IT management by business...

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Bibliographic Details
Main Authors: Bartolini, C., Salle, M., Trastour, D.
Format: Conference Proceeding
Language:English
Subjects:
Business
Customer satisfaction
Decision Support
Guidelines
Investments
Laboratories
Monitoring
Openview
Outsourcing
Resource management
Service Desk
Service Level Incident Management
Service Level Management
Technology management
Upper bound
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Summary:In this paper we address the problem of ensuring business-IT alignment. We describe a method and a system for decision support in IT service management driven by alignment with the business objectives of the enterprise that the IT supports. Our technical proposition, called IT management by business objectives (MBO) is applicable to most of the domains of IT service management, such as incident management, change management, and others. The technology consists of some components that are reusable across domains, together with guidelines and patterns for building complementary components in order to develop domain-specific solutions
ISSN:1542-1201
2374-9709
DOI:10.1109/NOMS.2006.1687537