Type

Conference Proceedings

Authors

Ovsei Gelman
Rory O'Connor
Manuel Mora

Subjects

Computer Science

Topics
it service management itsm business process service process software engineering information technology open access software engineering process

On electronic process guides for IT service management (2010)

Abstract IT practitioners interested in implementing IT Service Management processes (like ISO/IEC 20000; CMMI-SVC, ITIL v2, or ITIL v3, or proprietary process models as ITUP (IBM), MOF 3.0/4.0 (Microsoft) are faced with the challenge to consult complex documents for learning and training purposes.. Such documents contain an inherent complexity by the number of schemes, categories, activities, roles, forms, techniques, concepts, attributes, and their interrelationships. Given this problem, a research stream (in Software Engineering discipline) has been focused on the design, implementation and evaluation of electronic process guides (EPGs). EPGs are digital documents which describe organizational processes for training and guiding real execution purposes, and which contains all required documents as well as sample of them. EPGs are not intended for enacting an organizational process (like a business process manager system) but for supporting their correct execution for human participants. We believe that EPGs can be useful for ITSM management. Thus, in this research in progress, we report: (i) a review of characteristics of EPGs, (ii) an EPG evaluation framework, and (iii) a conceptual evaluation of three open access EPGs. Two for IT Service Management (ITUP, MOF 4.0) and one for Software Engineering process (OpenUP). Our final research aim, is identifying enhancement opportunities for the design of EPGs by using ontology technology. Implications for ITSM are finally discussed.
Collections Ireland -> Dublin City University -> Publication Type = Conference or Workshop Item
Ireland -> Dublin City University -> DCU Faculties and Centres = DCU Faculties and Schools: Faculty of Engineering and Computing: School of Computing
Ireland -> Dublin City University -> Subject = Computer Science
Ireland -> Dublin City University -> DCU Faculties and Centres = DCU Faculties and Schools
Ireland -> Dublin City University -> Status = Published
Ireland -> Dublin City University -> Subject = Computer Science: Software engineering
Ireland -> Dublin City University -> Subject = Computer Science: Information technology
Ireland -> Dublin City University -> DCU Faculties and Centres = DCU Faculties and Schools: Faculty of Engineering and Computing

Full list of authors on original publication

Ovsei Gelman, Rory O'Connor, Manuel Mora

Experts in our system

1
Ovsei Gelman
Dublin City University
Total Publications: 14
 
2
Rory O'Connor
Dublin City University
Total Publications: 197
 
3
Manuel Mora
Dublin City University
Total Publications: 26