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M. Garschhammer, R. Hauck, B. Kempter, I. Radisic, H. Roelle, and H. Schmidt:
The MNM Service Model - Refined Views on Generic Service Management
Abstract
In the last couple of years service management has gained more and
more momentum in the research community. Nowadays, as complexity of
IT-services is increasing, these services are usually composed of
interdependent, layered services hosted by various providers.
Therefore, a strong cooperation of providers involved in service
provisioning is needed, especially regarding their management
processes and systems. One important step is to establish a common
understanding about service-related terms in order to be able to
specify service functionality and the resulting management tasks.
Additionally, means to analyze and identify the necessary actors and
the corresponding inter- and intra-organizational relationships are
needed.
This paper presents an extended version of the MNM service model which
provides a generic model defining commonly needed service-related
terms, concepts and structuring rules in a general and unambiguous
way. Furthermore, we demonstrate the application of the MNM service
model by modeling a user help desk service based on a concrete
scenario. The experience gained from modeling is used to discuss the
benefits of service modeling in general.
Keywords
Service Management, Service Model, Provider Hierarchy
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