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ERMIS: Designing, developing, and delivering a remote managed infrastructure services solution
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by M. Viswanathan,
H. Shaikh,
A. Sailer,
Y. Song,
X. Fang,
Y. H. Wu,
Z. L. Zou,
K. P. Reddy,
A. Deshmukh,
M. Gupta,
B. Krishnamurthy,
M. Sethi,
B. Viswanathan,
J. G. Gulla,
and F. Matar
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Remote management of IT (information technology)
infrastructures, as a service, has received significant attention due
to the numerous benefits it offers. In this paper, we discuss our
work on taking a previously India-only remote IT infrastructure
management service offering to a global audience. We first provide
an overview of this IBM offering, called Express™ Remote
Managed Infrastructure Services (ERMIS), and then focus on two
specific aspects, service catalog and problem determination and
resolution (PDR). In service catalog-based remote management,
customers browse the catalog and place orders as they would using
an online store. Our service catalog entries contain workflows to
automate the deployment of requested applications or the
configuration change of customer resources. High-level customer
requirements are translated into capacity sizing and configuration
parameters, which are then used to provision the final solution by
making use of ITIL® (Information Technology Infrastructure
Library) release and configuration management processes. PDR
involves detecting, locating, and fixing anomalies. Probe-based
techniques are used for targeting the problem location, while
knowledge management assists with problem analysis, diagnosis,
and classification. ERMIS architectural decisions have been driven
by emerging-business requirements related to small and medium-sized
businesses.
 Full paper
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