The Analysis of Service Management Based Information Technology Systems at PT Mitra Solusi Telematika

Service Point is the spearhead that connects between the customer with the workforce engineer in the process of information technology services to improve IT services in the company. Often companies ignore this, whereas service point is one of the services of information technology services in order to ensure the sustainability of the business offered by the company. Analysis of incident management system in ITOP program and IT services service based on ITIL V3 framework for Service Point at PT Mitra Solusi Telematika is very much needed in effort to improve IT service to support Vision of PT Mitra Solusi Telematika become provider of integrated technology solution. One effort to improve IT services is by developing the process of providing IT services and services as a single point of contact that bridges between customers with all service point staff and IT services. The development of incident ITOP program management and IT support analysis begins with gathering information and analysis through a review of processes within existing ITOP programs, and ITIL V3 framework literature study. Analysis is done to refine the existing process. Once the document is created and developed, the next step is the document verification process to find out the purpose of the incident management process has been met. The results of this development of the management can facilitate the needs and improve IT services especially in Service Point Department PT Mitra Solusi Telematika for IT services to be maintained and measurabl

Management as Service

亀井利明教授古稀記念特

Experiences in Integrated Multi-Domain Service Management

Increased competition, complex service provision chains and integrated service offerings require effective techniques for the rapid integration of telecommunications services and management systems over multiple organisational domains. This paper presents some of the results of practical development work in this area, detailing the technologies and standards used, the architectural approach taken and the application of this approach to specific services. This work covers the integration of multimedia services, broadband networks, service management and network management, though the detailed examples given focus specifically on the integration of services and service management

CrossFlow: Cross-Organizational Workflow Management for Service Outsourcing in Dynamic Virtual Enterprises

In this report, we present the approach to cross-organizational workflow management of the CrossFlow project. CrossFlow is a European research project aiming at the support of cross-organizational workflows in dynamic virtual enterprises. The cooperation in these virtual enterprises is based on dynamic service outsourcing specified in electronic contracts. Service enactment is performed by dynamically linking the workflow management infrastructures of the involved organizations. Extended service enactment support is provided in the form of cross-organizational transaction management and process control, advanced quality of service monitoring, and support for high-level flexibility in service enactment. CrossFlow technology is realized on top of a commercial workflow management platform and applied in two real-world scenarios in the contexts of a logistics and an insurance company

Active management of multi-service networks.

Future multiservice networks will be extremely large and complex. Novel management solutions will be required to keep the management costs reasonable. Active networking enables management to be delegated to network users as a large set of independent small scale management systems. A novel architecture for an active network based management solution for multiservice networking is presented

A new model to support the personalised management of a quality e-commerce service

The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the "relationship evolution" between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport-clothing industry application are described

Towards a Unifying Process Framework for Services Knowledge Management

Activities concerned with the design, planning and execution of services are becoming increasingly complex. This is due to the involvement of many different stakeholders, the complexity of the service systems themselves, and the dynamic nature of their organizational and ICT environments. Service knowledge management helps share and reuse relevant knowledge among the different stakeholders, and therefore emerges as a critical factor to perform service activities with required efficiency and quality. Recent advances in knowledge management provide promising opportunities to support individual service activities within a single domain. Yet, sharing knowledge throughout the service life-cycle and across service domains is still very challenging. The source of service knowledge, its usage, update frequency, encoding and associated stakeholders may vary depending upon the service activity and the service domain. Based on a critical analysis of currently proposed frameworks, we argue that a process framework approach is beneficial for service knowledge management. To support our claim, we offer an abstract template and a typical service life-cycle that can be adopted to integrate heterogeneous service knowledge from diverse sources

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

A Survey on Service Composition Middleware in Pervasive Environments

The development of pervasive computing has put the light on a challenging problem: how to dynamically compose services in heterogeneous and highly changing environments? We propose a survey that defines the service composition as a sequence of four steps: the translation, the generation, the evaluation, and finally the execution. With this powerful and simple model we describe the major service composition middleware. Then, a classification of these service composition middleware according to pervasive requirements - interoperability, discoverability, adaptability, context awareness, QoS management, security, spontaneous management, and autonomous management - is given. The classification highlights what has been done and what remains to do to develop the service composition in pervasive environments