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As the role and significance of services continue to grow in the global economy, effective systems and methodologies for their management supply a critical competitive advantage for service providers. IBM Service Management provides a structured approach for delivering value, managing risk, and performing data governance functions. This issue contains 15 papers describing IBM Service Management, including its architecture and platforms and how it relates to and extends current trends in ITSM (information technology service management).
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Introduction
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Al Zollar, General Manager, IBM Software Group, Tivoli
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Preface
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C. J. Paul, C. Ward, D. I. Seidman, and J. J. Ritsko
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p. 373
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A high-level perspective
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An overview of IBM Service Management
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A. Ganek and K. Kloeckner
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p. 375
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Adding value to the IT organization with the Component Business Model
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M. Ernest and J. M. Nisavic
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p. 387
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An integration model for organizing IT service management
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J. Black, C. Draper, T. Lococo, F. Matar, and C. Ward
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p. 405
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Service management platform
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IBM Service Management architecture
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D. Lindquist, H. Madduri, C. J. Paul, and B. Rajaraman
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p. 423
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A configuration management database architecture in support of IBM Service Management
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H. Madduri, S. S. B. Shi, R. Baker, N. Ayachitula, L. Shwartz, M. Surendra, C. Corley, M. Benantar, and S. Patel
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p. 441
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Integrated change and configuration management
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C. Ward, V. Aggarwal, M. Buco, E. Olsson, and S. Weinberger
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p. 459
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The process of building a Process Manager: Architecture and design patterns
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C. J. Paul
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p. 479
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Delivering IT-enabled services
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Integration of domain-specific IT processes and tools in IBM Service Management
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N. Joshi, W. Riley, J. Schneider, and Y.-S. Tan
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p. 497
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Using a model-driven transformational approach and service-oriented architecture for service delivery management
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S. Kumaran, P. Bishop, T. Chao, P. Dhoolia, P. Jain, R. Jaluka, H. Ludwig, A. Moyer, and A. Nigam
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p. 513
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Catalog-based service request management
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H. Ludwig, J. Hogan, R. Jaluka, D. Loewenstern, S. Kumaran, A. Gilbert, A. Roy, T. R. Nellutla, and M. Surendra
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p. 531
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From a technology-oriented to a service-oriented approach to IT management
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A. J. Keel, M. A. Orr, R. R. Hernandez, E. A Patrocinio, and J. Bouchard
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p. 549
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Directions and alternative viewpoints
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IT service management architecture and autonomic computing
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P. Brittenham, R. R. Cutlip, C. Draper, B. A. Miller, S. Choudhary, and M. Perazolo
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p. 565
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Evolving standards for IT service management
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M. W. Johnson, A. Hately, B. A. Miller, and R. Orr
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p. 583
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Prospects for simplifying ITSM-based management through self-managing resources
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D. M. Chess, J. E. Hanson, J. A. Pershing, Jr., and S. R. White
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p. 599
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IT Autopilot: A flexible IT service management and delivery platform for small and medium business
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S. Mastrianni, D. F. Bantz, K. A. Beaty, T. Chefalas, S. Jalan, G. Kar, A. Kochut, D. J. Lan, L. O’Connell, A. Sailer, G. Wang, Q. B. Wang, and D. G. Shea
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p. 609
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