Naga A. Ayachitula

IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows

People, processes, technology and information are the essential building blocks for creating a successful IT infrastructure in todays 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. In this paper, we propose a conceptual methodology for IT service management process automation that leverages the ontological relationships between process artifacts and resource artifacts to develop data aware processes for an effective automated approach to integrate both highly automated and human centric process models. The objective is to develop a systematic approach that addresses the needs of an IT organization in order that highly automated operational processes work in conjunction with collaborative human decision centric processes in order to effectively deliver IT services. In addition, we propose a complexity model to assist in identifying automation opportunities to satisfy the need for continuous efficiency and cost improvement.

A configuration management database architecture in support of IBM service management

In this paper, we present the architecture of the IBM Tivoli® Change and Configuration Management Database. Its main features include a rich data model, automatic discovery of data for configuration items, visualization of application dependencies on configuration items, and multicustomer support. We discuss implementation topics, such as relationship management, composite configuration items, data federation, reconciliation of data from different sources, a security model for multicustomer support, and integration of change-management and configuration-management processes.

IT service management automation: an automation centric approach leveraging configuration control, audit verification and process analytics

People, processes, technology and information are the service providers resources for delivering IT services. Process automation is one way in which service providers can reduce cost and improve quality by automating routine tasks thereby reducing human error and reserving people resources for those tasks which require human skill and complex decision making. In this paper we propose a conceptual methodology for IT service management process automation in the area of configuration control, audit verification, and process analytics. We employ a complexity model to assist in identifying the opportunities for process automation. We recommend and outline an automated approach to the complex task of variance detection of the hierarchically defined Configuration Items in a Configuration Management Database (CMDB) against the Configuration Items in the IT environment. We also recommend the integration of this automated detection with human centric remediation for resolving the variances detected and outline an automated approach to the variance detection.

SLA-driven applicability analysis for patch management

To strengthen patch management, organizations are required not only to focus on sole patch management on single server, machine or application servers, but also to consider other IT system management processes as well because patch management relies on them to be efficient. Processes such as inventory, system configurations, risk management, change management, system audit, and business cost on policy and SLA should be evaluated and enhanced together with patch management; appropriate applicability assessment of patch should be built in and coordinated with all these processes to make patch management a safe, reliable and efficient process to carry out its high profile tasks. This paper presents a patch management framework based on SLA-driven patch applicability analysis. It provides automatic patch applicability analysis and risk assessment for supporting business-impact analysis and logical control during patch process. Experimental results collected from the simulation on realistic business services case study show that SLA-driven patch applicability analysis based patch management outperforms traditional patch management.

Collaborative end-point service modulation system (COSMOS)

Many diverse end point devices require high levels of interoperability to effectively manage services and applications. This paper attempts to provide a comprehensive framework for classifying services and offers a building-block approach that uses service as a basic unit for end-point interactions and collaboration. This paper presents a layered architecture of service classification that can be leveraged for facile and an effective adoption of new services and the orchestration of existing services. Today, a vast variety of services and agents exist in the market place and new ones are constantly created at a faster pace than ever. Initiated earlier, the move to a common open service platform for service collaboration conforming to standards like Open Service Gateway initiative (OSGi), Open Mobile Alliance Device Management (OMA DM) etc., expands the capabilities and service delivery for service providers and device manufacturers. Common end point device platform management functions include, but are not limited to, service collaboration, configuration, and inventory and software management services. A common service platform will make the services on the device interoperable with a broader range of applications, services, and transport and network technologies. Solutions available today use a single service for data connectivity, transport service mechanism, etc and therefore, by means of this tight coupling, risk limiting the service provider capabilities. Choosing to support multiple technologies enables service providers to support more types of services on device. However, the complexities arising from adoption of interoperability require taxonomy of services for effective service collaboration with existing services.