Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375013
T. Schaaf
In the majority of IT organizations, service level agreements (SLAs) are an important means for underpinning IT service provisioning by clearly defined quality of service (QoS) parameters as well as service costs and violation penalties. The management of those SLAs is the main subject addressed by the discipline of service level management (SLM) which covers several activities vital for the deployment of customer-oriented, high-quality and well-performing IT services. This paper analyzes and compares two of the most important SLM frameworks available in business-driven IT management: the IT infrastructure library (ITIL) with its SLM reference process and the NGOSS SLA management handbook. In order to deliver significant and helpful results, we derive a set of evaluation criteria from a realistic IT scenario. These criteria are applied to ITIL and NGOSS in order to elaborate possible areas of conflict as well as complementary fields and unaddressed issues. The results are visualized in an analysis matrix which shows whether and how ITIL and NGOSS may co-exist as SLM frameworks in one operative and management environment.
{"title":"Frameworks for Business-driven Service Level Management: A Criteria-based Comparison of ITIL and NGOSS","authors":"T. Schaaf","doi":"10.1109/BDIM.2007.375013","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375013","url":null,"abstract":"In the majority of IT organizations, service level agreements (SLAs) are an important means for underpinning IT service provisioning by clearly defined quality of service (QoS) parameters as well as service costs and violation penalties. The management of those SLAs is the main subject addressed by the discipline of service level management (SLM) which covers several activities vital for the deployment of customer-oriented, high-quality and well-performing IT services. This paper analyzes and compares two of the most important SLM frameworks available in business-driven IT management: the IT infrastructure library (ITIL) with its SLM reference process and the NGOSS SLA management handbook. In order to deliver significant and helpful results, we derive a set of evaluation criteria from a realistic IT scenario. These criteria are applied to ITIL and NGOSS in order to elaborate possible areas of conflict as well as complementary fields and unaddressed issues. The results are visualized in an analysis matrix which shows whether and how ITIL and NGOSS may co-exist as SLM frameworks in one operative and management environment.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"95 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124179255","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375020
Bettina Thumher
Implementation of mobile-integrated business processes within corporate IT-systems is a major and still increasing issue. Although the usage of mobile technologies for IT management and improvement of business processes is far behind expectations, still little research has been done in analyzing critical success factors for mobile technology acceptance and usage when replacing a former paper-based process within the IT-service domain. In this contribution we identify major business metrics which are influenced by mobile tool integration into mobile business processes. Therefore a mobile workforce solution for IT-service technicians has been implemented and usability tested. The deployment of the mobile workforce solution has been investigated in two industrial case studies in two different companies. Additionally mobile tool deployment of different systems in three technical customer service companies has been investigated through exploratory case study research. The results show that (a) same archetypical business process metrics are affected after mobile tool deployment and (b) user involvement in business process reengineering and tool development fosters tool acceptance and usage.
{"title":"The Impact of Mobile Technology on Business Processes Results from 5 Case Studies","authors":"Bettina Thumher","doi":"10.1109/BDIM.2007.375020","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375020","url":null,"abstract":"Implementation of mobile-integrated business processes within corporate IT-systems is a major and still increasing issue. Although the usage of mobile technologies for IT management and improvement of business processes is far behind expectations, still little research has been done in analyzing critical success factors for mobile technology acceptance and usage when replacing a former paper-based process within the IT-service domain. In this contribution we identify major business metrics which are influenced by mobile tool integration into mobile business processes. Therefore a mobile workforce solution for IT-service technicians has been implemented and usability tested. The deployment of the mobile workforce solution has been investigated in two industrial case studies in two different companies. Additionally mobile tool deployment of different systems in three technical customer service companies has been investigated through exploratory case study research. The results show that (a) same archetypical business process metrics are affected after mobile tool deployment and (b) user involvement in business process reengineering and tool development fosters tool acceptance and usage.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"20 2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134195056","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375017
Hongxun Jiang, Yongyan Yang, Jun Su
Past research on high performance for enterprise applications has concentrated on CPU speed, memory capacity, networks bandwidth and exploitation of parallelism, but has, until very recently, neglected the interior structure of various applications and services in complex enterprise information systems. As the enterprise IT system becoming more complex, more seriously its interior structure effects on its performance. However, there are few appropriate approaches for high performance of EIS based on the structure analysis. This paper presents a new method based on system structure graph, and then gives the essential elements of the structure graph-application nodes and link arcs, based on the discussion of the relationship between system structure and performance. The analysis approaches and evaluation index system are described with emphasis. For performance analysis and evaluation of complex IT systems, the authors propose several points - load, density, bottleneck and layer, and two aspects of indexes - structure rationality and resource allocation, which could give more instruction for fault diagnosis and optimization. Finally, the merits and demerits of the evaluation system, and the future development are discussed.
{"title":"Performance Analysis and Evaluation of Complex EIS Based on Structure Graph","authors":"Hongxun Jiang, Yongyan Yang, Jun Su","doi":"10.1109/BDIM.2007.375017","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375017","url":null,"abstract":"Past research on high performance for enterprise applications has concentrated on CPU speed, memory capacity, networks bandwidth and exploitation of parallelism, but has, until very recently, neglected the interior structure of various applications and services in complex enterprise information systems. As the enterprise IT system becoming more complex, more seriously its interior structure effects on its performance. However, there are few appropriate approaches for high performance of EIS based on the structure analysis. This paper presents a new method based on system structure graph, and then gives the essential elements of the structure graph-application nodes and link arcs, based on the discussion of the relationship between system structure and performance. The analysis approaches and evaluation index system are described with emphasis. For performance analysis and evaluation of complex IT systems, the authors propose several points - load, density, bottleneck and layer, and two aspects of indexes - structure rationality and resource allocation, which could give more instruction for fault diagnosis and optimization. Finally, the merits and demerits of the evaluation system, and the future development are discussed.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123060101","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375016
C. Martin, M. Refai
In this article we are proposing a new approach to measure and monitor overall IT security performance. This approach is based on a policy-based frame work that establishes a methodology to measure security performance; it also incorporates a policy performance indicator. The framework is composed of a number of interacting components: security policies and procedures model, a business security goal and targets repository, a set of security measurement processes, a metrics development and analysis process, and a central metrics and measurement model. Lastly a module that derives an overall security posture and generates reports detects trends and develops recommendations. Our approach assists in determining the security posture of an organization, which is becoming a necessity for legal and regulatory compliance.
{"title":"A Policy-Based Metrics Framework for Information Security Performance Measurement","authors":"C. Martin, M. Refai","doi":"10.1109/BDIM.2007.375016","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375016","url":null,"abstract":"In this article we are proposing a new approach to measure and monitor overall IT security performance. This approach is based on a policy-based frame work that establishes a methodology to measure security performance; it also incorporates a policy performance indicator. The framework is composed of a number of interacting components: security policies and procedures model, a business security goal and targets repository, a set of security measurement processes, a metrics development and analysis process, and a central metrics and measurement model. Lastly a module that derives an overall security posture and generates reports detects trends and develops recommendations. Our approach assists in determining the security posture of an organization, which is becoming a necessity for legal and regulatory compliance.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131108362","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375018
K. Feeney, D. Lewis, V. Wade
Modern management practice is increasingly focused on human resource management as enterprises attempt to become more agile in response to ever changing customer requirements, competitive environments and technological innovation. This typically involves moving to flatter organizational structures with the devolution of decision-making authority to increasingly self-managed teams. It also requires flexible and complex flows of communication within and between teams. Collaborative and workflow IT system must therefore become increasingly flexible to support the frequent changes in communication flows that come from agile work practices based around project and team-centered working. However, such IT systems are still largely managed using techniques designed for centralized IT administration. In this paper we show how a recent innovation in community-based policy-based management allows the IT administration to be de-centralized in a way that reflects and is highly responsive to the needs of devolved decision-making in agile organization.
{"title":"Policies for Self-Managing Communities in Agile Organizations","authors":"K. Feeney, D. Lewis, V. Wade","doi":"10.1109/BDIM.2007.375018","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375018","url":null,"abstract":"Modern management practice is increasingly focused on human resource management as enterprises attempt to become more agile in response to ever changing customer requirements, competitive environments and technological innovation. This typically involves moving to flatter organizational structures with the devolution of decision-making authority to increasingly self-managed teams. It also requires flexible and complex flows of communication within and between teams. Collaborative and workflow IT system must therefore become increasingly flexible to support the frequent changes in communication flows that come from agile work practices based around project and team-centered working. However, such IT systems are still largely managed using techniques designed for centralized IT administration. In this paper we show how a recent innovation in community-based policy-based management allows the IT administration to be de-centralized in a way that reflects and is highly responsive to the needs of devolved decision-making in agile organization.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123760715","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375009
David Breitgand, E. Henis, O. Shehory, J. M. Lake
Design of Service Level Agreements (SLAs) emerges as an increasingly important discipline in business-oriented IT management. In this work, we study utility maximization of contractual obligations of a business service provider for a typical SLA. We demonstrate that using service usage and performance data as well as IT performance data, routinely collected by enterprises, efficient automated derivation of optimal response time Service Level Objectives (SLOs) of an SLA is possible. This paper addresses a specific facet of the SLA design problem not sufficiently addressed in previous studies. One common approach is to calculate SLOs attainable for the given IT infrastructure by means of simple percentile analysis. However, this methodology is business agnostic and may result in sub-optimal SLOs. Another widespread approach addresses IT infrastructure (re)design, where the goal is to enable the IT to meet specified target SLOs. In contrast to these approaches, our work proposes finding optimal response lime SLOs attainable for the given IT infrastructure in a business aware manner. We define the response time SLO optimization problem, propose an algorithm that efficiently solves it using linear optimization and percentile analysis, and evaluate our solution both analytically and experimentally.
{"title":"Derivation of Response Time Service Level Objectives for Business Services","authors":"David Breitgand, E. Henis, O. Shehory, J. M. Lake","doi":"10.1109/BDIM.2007.375009","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375009","url":null,"abstract":"Design of Service Level Agreements (SLAs) emerges as an increasingly important discipline in business-oriented IT management. In this work, we study utility maximization of contractual obligations of a business service provider for a typical SLA. We demonstrate that using service usage and performance data as well as IT performance data, routinely collected by enterprises, efficient automated derivation of optimal response time Service Level Objectives (SLOs) of an SLA is possible. This paper addresses a specific facet of the SLA design problem not sufficiently addressed in previous studies. One common approach is to calculate SLOs attainable for the given IT infrastructure by means of simple percentile analysis. However, this methodology is business agnostic and may result in sub-optimal SLOs. Another widespread approach addresses IT infrastructure (re)design, where the goal is to enable the IT to meet specified target SLOs. In contrast to these approaches, our work proposes finding optimal response lime SLOs attainable for the given IT infrastructure in a business aware manner. We define the response time SLO optimization problem, propose an algorithm that efficiently solves it using linear optimization and percentile analysis, and evaluate our solution both analytically and experimentally.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132876560","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375011
Guillaume Belrose, K. Brand, Nigel Edwards, S. Graupner, J. Rolia, Lawrence Wilcock
Enterprises rely on efficient and flexible IT services. While complexity of services is increasing, personnel to provide and manage services will remain limited. At the same time, IT environments are becoming more dynamic, from the business side as well as from the infrastructure side. The ability to incorporate change faster, more efficiently and reliably has become a measure of quality of enterprise IT organizations. IT responds to these challenges by decoupling functions into services and by improving the linkages between business processes and the supporting IT systems. Service-oriented architecture has become the accepted pattern for modern enterprise IT. This paper presents the model information flow. It is part of a collaboration between HP Labs and SAP Research. The goal of the collaboration is to explore new approaches of model-driven planning, design and management of enterprise applications in a shared and virtualized IT infrastructure. The goal is to substantially improve the linkage between the business and the IT layer and die ability to manage and accommodate change more efficiently and in a largely automated manner.
{"title":"Business-driven IT for SAP The Model Information Flow","authors":"Guillaume Belrose, K. Brand, Nigel Edwards, S. Graupner, J. Rolia, Lawrence Wilcock","doi":"10.1109/BDIM.2007.375011","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375011","url":null,"abstract":"Enterprises rely on efficient and flexible IT services. While complexity of services is increasing, personnel to provide and manage services will remain limited. At the same time, IT environments are becoming more dynamic, from the business side as well as from the infrastructure side. The ability to incorporate change faster, more efficiently and reliably has become a measure of quality of enterprise IT organizations. IT responds to these challenges by decoupling functions into services and by improving the linkages between business processes and the supporting IT systems. Service-oriented architecture has become the accepted pattern for modern enterprise IT. This paper presents the model information flow. It is part of a collaboration between HP Labs and SAP Research. The goal of the collaboration is to explore new approaches of model-driven planning, design and management of enterprise applications in a shared and virtualized IT infrastructure. The goal is to substantially improve the linkage between the business and the IT layer and die ability to manage and accommodate change more efficiently and in a largely automated manner.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"54 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133596462","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375007
Gilad Barash, C. Bartolini, Liya Wu
Incident management is the process through which the IT support organization manages to restore normal service operation as quickly as possible and with minimum disruption to the business. One of the ultimate measures of an IT support organization's success is the amount of time it takes to resolve an incident. Reducing this value not only reduces total cost and resource allocation but also increases customer satisfaction, which is one of the most important measures of a support center's performance. However, the support organization is often unable to collect data on their performance, let alone experiment with the consequences of reshuffling the organization and playing with alternative stalling levels. In this paper, we present our approach to assessing and improving the performance of an IT support organization in managing service incidents, based on the definition of a set of performance metrics and a methodology for guided analysis that allows a user to find the root causes of poor performance and decide on corrective actions to be taken. We provide validation of the approach by discussing its application a real-life case study of a leading IT provider for the airline industry.
{"title":"Measuring and Improving the Performance of an IT Support Organization in Managing Service Incidents","authors":"Gilad Barash, C. Bartolini, Liya Wu","doi":"10.1109/BDIM.2007.375007","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375007","url":null,"abstract":"Incident management is the process through which the IT support organization manages to restore normal service operation as quickly as possible and with minimum disruption to the business. One of the ultimate measures of an IT support organization's success is the amount of time it takes to resolve an incident. Reducing this value not only reduces total cost and resource allocation but also increases customer satisfaction, which is one of the most important measures of a support center's performance. However, the support organization is often unable to collect data on their performance, let alone experiment with the consequences of reshuffling the organization and playing with alternative stalling levels. In this paper, we present our approach to assessing and improving the performance of an IT support organization in managing service incidents, based on the definition of a set of performance metrics and a methodology for guided analysis that allows a user to find the root causes of poor performance and decide on corrective actions to be taken. We provide validation of the approach by discussing its application a real-life case study of a leading IT provider for the airline industry.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"36 6","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121006528","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375019
A. Hanemann
In the recent years, the service management frameworks ITIL and eTOM have been adopted by many organizations. However, these frameworks focus on the elaboration of what needs to be done, but give only limited assistance concerning the implementation. In this paper a refinement of service fault management processes is presented which strives to systematically analyze the possibilities for automation and tool support of these processes.
{"title":"Refining ITIL/eTOM Processes for Automation in Service Fault Management","authors":"A. Hanemann","doi":"10.1109/BDIM.2007.375019","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375019","url":null,"abstract":"In the recent years, the service management frameworks ITIL and eTOM have been adopted by many organizations. However, these frameworks focus on the elaboration of what needs to be done, but give only limited assistance concerning the implementation. In this paper a refinement of service fault management processes is presented which strives to systematically analyze the possibilities for automation and tool support of these processes.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"73 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115908641","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-21DOI: 10.1109/BDIM.2007.375008
A. Moura, J. Sauvé, C. Bartolini
Business-driven IT management (BDIM) aims at managing enterprise IT infrastructure and services efficiently and at improving business results at the same time. BDIM is based on mappings between IT technical performance metrics and business relevant metrics and exploit the linkage to provide decision support to IT management so as to maximize business value and IT-Business alignment. As an example, the number of successfully executed IT infrastructure changes can be mapped to financial loss due to the service disruption experienced by customers when the changes take place. Up to now, there has been some research effort in proposing and applying BDIM solutions to IT management with potential gains for the business. However, much remains to be researched, prototyped and validated before this new IT management discipline can become widely applicable. This paper presents a research agenda for BDIM. After reviewing BDIM concepts and proposing a framework to assist in defining and describing BDIM usage domains, the paper discusses ongoing work and outlines some research challenges.
{"title":"Research Challenges of Business-Driven IT Management","authors":"A. Moura, J. Sauvé, C. Bartolini","doi":"10.1109/BDIM.2007.375008","DOIUrl":"https://doi.org/10.1109/BDIM.2007.375008","url":null,"abstract":"Business-driven IT management (BDIM) aims at managing enterprise IT infrastructure and services efficiently and at improving business results at the same time. BDIM is based on mappings between IT technical performance metrics and business relevant metrics and exploit the linkage to provide decision support to IT management so as to maximize business value and IT-Business alignment. As an example, the number of successfully executed IT infrastructure changes can be mapped to financial loss due to the service disruption experienced by customers when the changes take place. Up to now, there has been some research effort in proposing and applying BDIM solutions to IT management with potential gains for the business. However, much remains to be researched, prototyped and validated before this new IT management discipline can become widely applicable. This paper presents a research agenda for BDIM. After reviewing BDIM concepts and proposing a framework to assist in defining and describing BDIM usage domains, the paper discusses ongoing work and outlines some research challenges.","PeriodicalId":414047,"journal":{"name":"2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127024936","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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