DocumentCode
2927404
Title
Refining ITIL/eTOM Processes for Automation in Service Fault Management
Author
Hanemann, Andreas
Author_Institution
Leibniz Supercomput. Center, Garching
fYear
2007
fDate
21-21 May 2007
Firstpage
106
Lastpage
107
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.
Keywords
DP management; fault diagnosis; IT infrastructure library; enhanced telecom operations map; service fault management; Automation; Availability; Decision trees; Degradation; Fault diagnosis; Performance analysis; Quality management; Quality of service; Refining; Resource management;
fLanguage
English
Publisher
ieee
Conference_Titel
Business-Driven IT Management, 2007. BDIM '07. 2nd IEEE/IFIP International Workshop on
Conference_Location
Munich
Print_ISBN
1-4244-1295-1
Type
conf
DOI
10.1109/BDIM.2007.375019
Filename
4261108
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