£61.90

GRIN Verlag Methodik zur Informations- und Datenmodellierung in IT-Service-Management-Prozessen: Die ITIL(R)-Prozesse 'service level management' und ... Ein Vergleich zwischen ITIL(R) und eTOM(R)

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Description

Diplomarbeit aus dem Jahr 2007 im Fachbereich Informatik - Angewandte Informatik, Note: 1,0, Technische Universität München, Sprache: Deutsch, Abstract: Die hohe Abhängigkeit der Unternehmen von Diensten, die durch teilweise sehr komplexe IT-Systeme ermöglicht werden, trägt zunehmend dazu bei, dass das Management dieser Dienste von immer mehr Unternehmen als geschäftskritisch erkannt wird. Das Management der Prozesse, die diese Dienste ermöglichen, erfordert Tools, die nicht nur die klassischen infrastrukturellen Aspekte des IT-Managements abdecken, sondern vielmehr die Diensterbringung durch die Unterstützung ihrer Managementprozesse gewährleisten. Gerade in diesem Bereich mangelt es an Standardisierung. Die IT Infrastructure Library (ITIL) als derzeitiger De-Facto-Standard im IT Service Management bietet Hilfestellung für die prozessseitige Unterstützung der Dienste. Jedoch fehlt ein Informationsmodell, an das sich Toolentwickler für eine ITIL-konforme Tool-Unterstützung orientieren können. Das im Telekommunikationssektor entstandene IT Service Management-Rahmenwerk enhanced Telecom Operations Map (eTOM) liefert mit dem Shared Information and Data Model (SID) ein eTOMspezifisches objektorientiertes Informationsmodell. Für eine ITIL-konforme Toolentwicklung ist ein Informationsmodell erforderlich, das die Konzepte der ITIL in einer standardisierten Form beschreibt. Im Rahmen dieser Diplomarbeit wird eine Methodik erarbeitet, die versucht diese Lücke zu schließen. Dabei werden alle ITIL-Artefakte zusammen mit den Beziehungen zu anderen Artefakten und Prozessen identifiziert und anschließend im Kontext der beiden Prozesse Service Level Management und Configuration Management auf ein objektorientiertes Informationsmodell abgebildet. Um praxisnahe Konzepte, für die es bereits Teilimplementierungen gibt, in das ITIL-Informationsmodell einfließen zu lassen, wird schließlich ein Vergleich der ITIL-Artefakte mit Konzepten aus dem SID durchgeführt. Das im Rahmen dies

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
09 May 2008
Listed Since
22 March 2010

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