Larisa Shwartz

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In recent years, IT Service Management (ITSM) has become one of the most researched areas of IT. Incident Management and Problem Management form the basis of the tooling provided by an Incident Ticket System (ITS). As more compound or interdependent services are collaboratively offered by providers, the delivery of a service therefore becomes a(More)
In this paper, we present the architecture of the IBM Tivolit Change and Configuration Management Database. Its main features include a rich data model, automatic discovery of data for configuration items, visualization of application dependencies on configuration items, and multicustomer support. We discuss implementation topics, such as relationship(More)
— Today's competitive business climate and the complexity of IT environments dictate efficient and cost effective service delivery and support of IT services. This is largely achieved through automating of routine maintenance procedures including problem detection, determination and resolution. System monitoring provides effective and reliable means for(More)