IT Service Management System Measurement using ISO20000-1 and ISO15504-8: Developing a Solution-Mediated Process Assessment Tool to Enable Transparent and SMS Process Assessment

Information technology is about not only hardware, software, communication infrastructure and communication infrastructure but also how to manage services. Information technology plays an increasingly important role in developing the structure and functions of public and private sectors. Service measurement plays an important role in IT service management (ITSM) that is one of the subfields of Services Computing science. ITSM is a big part of service science, a science field that combines computer science, operation research engineering, business strategy, management science, and organizational theory. Performance measurement from each of IT services is absolutely needed and is important in the continuous development of ITSM. These research provide good technical knowledge about the measuring ITSM with some requirements. In this paper we suggest the metrics in each service processes enables organizations to predict a direction for active process enhancement and to identify if the goal of process can achieve. This objective process metrics based on ISO/IEC 15504-8 and PRM ISO/IEC 20000-4 refinement. The output of this research, in the form of metrics and tools for any type organizational use

Competences of IT Architects

The field of architecture in the digital world uses a plethora of terms to refer to different kinds of architects, and recognises a confusing variety of competences that these architects are required to have. Different service providers use different terms for similar architects and even if they use the same term, they may mean something different. This makes it hard for customers to know what competences an architect can be expected to have.\ud \ud This book combines competence profiles of the NGI Platform for IT Professionals, The Open Group Architecture Framework (TOGAF), as well as a number of Dutch IT service providers in a comprehensive framework. Using this framework, the book shows that notwithstanding a large variety in terminology, there is convergence towards a common set of competence profiles. In other words, when looking beyond terminological differences by using the framework, one sees that organizations recognize similar types of architects, and that similar architects in different organisations have similar competence profiles. The framework presented in this book thus provides an instrument to position architecture services as offered by IT service providers and as used by their customers.\ud \ud The framework and the competence profiles presented in this book are the main results of the special interest group “Professionalisation” of the Netherlands Architecture Forum for the Digital World (NAF). Members of this group, as well as students of the universities of Twente and Nijmegen have contributed to the research on which this book is based

Log-based Evaluation of Label Splits for Process Models

Process mining techniques aim to extract insights in processes from event logs. One of the challenges in process mining is identifying interesting and meaningful event labels that contribute to a better understanding of the process. Our application area is mining data from smart homes for elderly, where the ultimate goal is to signal deviations from usual behavior and provide timely recommendations in order to extend the period of independent living. Extracting individual process models showing user behavior is an important instrument in achieving this goal. However, the interpretation of sensor data at an appropriate abstraction level is not straightforward. For example, a motion sensor in a bedroom can be triggered by tossing and turning in bed or by getting up. We try to derive the actual activity depending on the context (time, previous events, etc.). In this paper we introduce the notion of label refinements, which links more abstract event descriptions with their more refined counterparts. We present a statistical evaluation method to determine the usefulness of a label refinement for a given event log from a process perspective. Based on data from smart homes, we show how our statistical evaluation method for label refinements can be used in practice. Our method was able to select two label refinements out of a set of candidate label refinements that both had a positive effect on model precision.Comment: Paper accepted at the 20th International Conference on Knowledge-Based and Intelligent Information & Engineering Systems, to appear in Procedia Computer Scienc

Ontology-based collaborative framework for disaster recovery scenarios

This paper aims at designing of adaptive framework for supporting collaborative work of different actors in public safety and disaster recovery missions. In such scenarios, firemen and robots interact to each other to reach a common goal; firemen team is equipped with smart devices and robots team is supplied with communication technologies, and should carry on specific tasks. Here, reliable connection is mandatory to ensure the interaction between actors. But wireless access network and communication resources are vulnerable in the event of a sudden unexpected change in the environment. Also, the continuous change in the mission requirements such as inclusion/exclusion of new actor, changing the actor's priority and the limitations of smart devices need to be monitored. To perform dynamically in such case, the presented framework is based on a generic multi-level modeling approach that ensures adaptation handled by semantic modeling. Automated self-configuration is driven by rule-based reconfiguration policies through ontology

A goal-oriented requirements modelling language for enterprise architecture

Methods for enterprise architecture, such as TOGAF, acknowledge the importance of requirements engineering in the development of enterprise architectures. Modelling support is needed to specify, document, communicate and reason about goals and requirements. Current modelling techniques for enterprise architecture focus on the products, services, processes and applications of an enterprise. In addition, techniques may be provided to describe structured requirements lists and use cases. Little support is available however for modelling the underlying motivation of enterprise architectures in terms of stakeholder concerns and the high-level goals that address these concerns. This paper describes a language that supports the modelling of this motivation. The definition of the language is based on existing work on high-level goal and requirements modelling and is aligned with an existing standard for enterprise modelling: the ArchiMate language. Furthermore, the paper illustrates how enterprise architecture can benefit from analysis techniques in the requirements domain

Il turista della società post-moderna: la cultura del new life tourism Spazio, luogo e non luogo Turismo, paesaggio, spazi pubblici e rigenerazione urbana Tematismi e tematizzazione. Itinerari culturali e strade turistiche per una ricomposizione spaziale.

I materiali sono composti dalle prime tre presentazioni, i contributi dedicati al tema dell'autenticità, della diversa interpretazione di spazio, luogo e non luogo e degli itinerari culturali. Completano questo primo deposito di materiale didattico due approfondimenti sulla Consumer Culture Theory e Service Dominat Logic

On Engineering Support for Business Process Modelling and Redesign

Currently, there is an enormous (research) interest in business process redesign (BPR). Several management-oriented approaches have been proposed showing how to make BPR work. However, detailed descriptions of empirical experience are few. Consistent engineering methodologies to aid and guide a BPR-practitioner are currently emerging. Often, these methodologies are claimed to be developed for business process modelling, but stem directly from information system design cultures. We consider an engineering methodology for BPR to consist of modelling concepts, their representation, computerized tools and methods, and pragmatic skills and guidelines for off-line modelling, communicating, analyzing, (re)designing\ud business processes. The modelling concepts form the architectural basis of such an engineering methodology. Therefore, the choice, understanding and precise definition of these concepts determine the productivity and effectiveness of modelling tasks within a BPR project. The\ud current paper contributes to engineering support for BPR. We work out general issues that play a role in the development of engineering support for BPR. Furthermore, we introduce an architectural framework for business process modelling and redesign. This framework consists of a coherent set of modelling concepts and techniques on how to use them. The framework enables the modelling of both the structural and dynamic characteristics of business processes. We illustrate its applicability by modelling a case from service industry. Moreover, the architectural framework supports abstraction and refinement techniques. The use of these techniques for a BPR trajectory are discussed

Experiences in Multi-domain Management Service Development

The developers of management systems and the management services that operate over them will be faced with increasing complexity as services are developed for the open service market. This paper presents experiences in the development of management services that span several administrative domains and which are therefore representative of the complexities of the open service market. The work described involved the development of TMN based management systems that provided management services in support of multimedia teleservices operating over broadband networks