{"title":"Months into minutes: Rolling out changes faster with service management automation","authors":"Alexander Keller, C. Dawson","doi":"10.1109/NOMS.2018.8406143","DOIUrl":null,"url":null,"abstract":"Service Management Automation is widely regarded as the foundation for improving both productivity as well as quality of Service Delivery. For large Service Providers such as IBM Global Technology Services (GTS), Hybrid IT deployments present a variety of challenges in large deployments on a global scale. We describe an approach and our experiences to drastically improve the cycle times of change management, based on an extensive Service Request Catalog and a CMDB. We point out the key design points of our architecture and describe the tradeoffs we had to make, which we subsequently distill into a set of best practices.","PeriodicalId":19331,"journal":{"name":"NOMS 2018 - 2018 IEEE/IFIP Network Operations and Management Symposium","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2018-04-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"NOMS 2018 - 2018 IEEE/IFIP Network Operations and Management Symposium","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/NOMS.2018.8406143","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
Service Management Automation is widely regarded as the foundation for improving both productivity as well as quality of Service Delivery. For large Service Providers such as IBM Global Technology Services (GTS), Hybrid IT deployments present a variety of challenges in large deployments on a global scale. We describe an approach and our experiences to drastically improve the cycle times of change management, based on an extensive Service Request Catalog and a CMDB. We point out the key design points of our architecture and describe the tradeoffs we had to make, which we subsequently distill into a set of best practices.
服务管理自动化被广泛认为是提高生产力和服务交付质量的基础。对于像IBM Global Technology Services (GTS)这样的大型服务提供商，混合IT部署在全球范围内的大型部署中提出了各种各样的挑战。我们描述了一种基于广泛的服务请求目录和CMDB的方法和我们的经验，以大幅度改善变更管理的周期时间。我们指出了架构的关键设计点，并描述了我们必须做出的权衡，我们随后将其提炼成一组最佳实践。
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