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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)
The providers of IT services are under constant pressure to reduce cost and improve the quality of the services they provide. Customers and service providers have the choice of which internal service delivery team or external service provider they assign to parts of a service process. The delivery of a service is therefore the responsibility of more than(More)
The steady drumbeat of Cloud as a disruptive influence for Infrastructure Service Providers (ISP’s) and the enablement vehicle for Software As A Service (SAAS)providers can be heard loud and clear in the industry today. In fact, Cloud is probably at the peak of the hype curve, and already there are identified challenges associated with effective(More)
People, processes, technology and information are the essential building blocks for creating a successful IT infrastructure in today's fast-paced, service-focused marketplace. ITIL which is recognized as the de facto standard for service management is a process based approach. ITIL focuses on a set of integrated processes which run the gamut from highly(More)
The IT infrastructure library (ITIL) provides clarity to IT service management and its processes. ICO 20000 further describes the responsibilities of service providers operating in ITIL conformant environment. However, neither one specifically addresses external service providers' challenges that arise in a cost conserving operational model when service(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)
Service Providers are facing an increasingly intense competitive landscape and growing industry requirements. Modern service infrastructure management focuses on the development of methodologies and tools for improving the efficiency and quality of service. It is desirable to run a service in a fully automated operation environment. Automated problem(More)
In recent years, IT Service Management (ITSM) has become one of the most researched areas of IT. Incident and Problem Management are two of the Service Operation processes in the IT Infrastructure Library (ITIL). These two processes aim to recognize, log, isolate and correct errors which occur in the environment and disrupt the delivery of services.(More)