SOA-based integration of IT service management applications

IT service providers use applications to support their business processes. The need for specialized IT management functionality and information generates a multitude and diversity of management applications that can be recognized in one IT provider´s scenario. To run IT and to provide IT services effectively and efficiently, management applications have to be integrated along operational processes. This article introduces an approach to integrate management applications by leveraging a service-oriented architecture (SOA). Therefore, a sufficient understanding of IT service provider´s processes and cooperative roles is essential. The presented SOA defines how to integrate management applications loosely coupled in a process-oriented manner, bridging the gap between operational processes and management applications.