Service-oriented framework for building reusable decision processes – in the domain of ITSM

Abstract

With the growing impact of IT-Systems for the success of a company, the IT Service Management (ITSM) gets an important domain. ITSM is a management system for the IT-services of an organization, which will be described by different models. The models offer standardization and reusability of processes and methods, but there exists no decision support for the deciders. Therefore a Decision Support System (DSS) has to be built, which addresses this issue and fulfills the requirements of standardization and reusability, like the models of the ITSM. This article describes a service-oriented framework for building reusable decision processes and a possible usage in the domain of ITSM. The framework is based on a standardized decision process and allows reusability through service orientation. Each component of the framework offers services in a service-catalog, which can be used by other components. This allows the shifting from problem oriented DSS to more generic DSS, where decision-processes of different domain can be supported and reused.