IT Service Management and Business-Driven IT Management

The importance and difficulty of managing IT resources and services is driving IT organizations to adopt best practices developed over the last few years. The paradigm being used to project IT to the enterprise and its clients, partners and suppliers is the "IT Service". The tutorial examines IT Service Management (ITSM) in its various aspects. The complete lifecycle of a service is covered, including service strategy, service design, service transition, service operation and continual service improvement. Best practices for service management are examined with the help of the very popular IT Infrastructure Library (ITIL) framework in its latest version (v3). Service providers are increasingly focusing on aligning IT services with business goals and, to that end, Business-Driven IT Management (BDIM) is currently in the initial stages of formalization and product offerings. The second part of the tutorial maps the state-of-the-art in this rapidly emerging field. The tutorial will cover definitions of BDIM, challenges posed by IT-business alignment and will provide concrete application examples as well as a description of current BDIM tools available. The tutorial provides a mix of practical aspects, recent research results and descriptions of real tools concerning ITSM and BDIM. The attendee will understand and appreciate the terms ITSM, ITIL, IT governance, COBIT, and will gain familiarity with important IT processes dealing with service design, service transition and service operation. Claudio Bartolini is a senior researcher at the HP Laboratories in Palo Alto, USA. His background is on architecture and design of software systems and frameworks. His current research interest is in methodologies for business and IT alignment. He holds a M.Sc. degree in electronic engineering and computer science from the University of Bologna, Italy. He has published over twenty papers on international journals, conferences and workshop, and contributed to book chapters. He is a co-author of the W3C WSCL specification. He holds a number of patents in various countries. He is a frequent speaker at conferences, and chaired a number of conferences and workshops. He is a consultant in several technology fields, with special emphasis in Computer Networks and Business-Driven IT Management. He was Vice-President of Development for Light-Infocon for several years. He is currently professor in the Computer Science at the Federal University of Campina Grande, Brazil, where his efforts are concentrated in the areas of advanced architectures for Information Systems and IT Management. Dr Sauvé has published 10 books and many papers in international …