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Salt Lake City, Utah, USA
July 9, 2007 to July 13, 2007
ISBN: 0-7695-2925-9
pp: 574-581
Naga Ayachitula , IBM Thomas J Watson Research Center
Melissa Buco , IBM Thomas J Watson Research Center
Yixin Diao , IBM Thomas J Watson Research Center
Surendra Maheswaran , IBM Thomas J Watson Research Center
Raju Pavuluri , IBM Thomas J Watson Research Center
Larisa Shwartz , IBM Thomas J Watson Research Center
Chris Ward , IBM Thomas J Watson Research Center
ABSTRACT
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 interactive and dynamic processes such as problem determination to highly repeatable processes such as patch deployment which are best handled in a fully automated, non-interactive fashion. The ability to support and integrate the full spectrum of interactivity for these processes with the appropriate level of automation is crucial for the service provider. Also key is the ability to identify opportunities to increase the level of automation as maturity and technology permit.
INDEX TERMS
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CITATION
Naga Ayachitula, Melissa Buco, Yixin Diao, Surendra Maheswaran, Raju Pavuluri, Larisa Shwartz, Chris Ward, "IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows", SCC, 2007, 2013 IEEE International Conference on Services Computing, 2013 IEEE International Conference on Services Computing 2007, pp. 574-581, doi:10.1109/SCC.2007.75
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