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Collaborative Modelling of ITIL Service Management Processes

Collaborative Modelling of ITIL Service Management Processes

Thomas Dressler, Konrad Ege, Rainer Heck, Heiko Klein, Sven Markus Walter
Copyright: © 2011 |Pages: 20
ISBN13: 9781616928896|ISBN10: 1616928891|EISBN13: 9781616928919
DOI: 10.4018/978-1-61692-889-6.ch007
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MLA

Dressler, Thomas, et al. "Collaborative Modelling of ITIL Service Management Processes." Quality Management for IT Services: Perspectives on Business and Process Performance, edited by Claus-Peter Praeg and Dieter Spath, IGI Global, 2011, pp. 125-144. https://doi.org/10.4018/978-1-61692-889-6.ch007

APA

Dressler, T., Ege, K., Heck, R., Klein, H., & Walter, S. M. (2011). Collaborative Modelling of ITIL Service Management Processes. In C. Praeg & D. Spath (Eds.), Quality Management for IT Services: Perspectives on Business and Process Performance (pp. 125-144). IGI Global. https://doi.org/10.4018/978-1-61692-889-6.ch007

Chicago

Dressler, Thomas, et al. "Collaborative Modelling of ITIL Service Management Processes." In Quality Management for IT Services: Perspectives on Business and Process Performance, edited by Claus-Peter Praeg and Dieter Spath, 125-144. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-61692-889-6.ch007

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Abstract

The chapter describes the results developed by the special interest group Operational Service Management (OSM), a part of the German Chapter of the IT Service Management Foundation (itSMF Deutschland e.V.). The chapter describes the results, that have been created in the special interest group. Starting with the description of the problem based approach, the creation of the metamodel, an evaluation of the fundamentals and a summary of the lessons learned, an introduction in the activities of this special interest group is given.

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