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Table Of Contents

Introduction
1.1 Structure of the thesis
Problem analysis
2.1 General ITSM introduction
2.1.1 Importance of process tools
2.2 ITSM frameworks
2.2.1 Information technology infrastructure library (ITIL)
2.2.2 Control Objectives for Information and related Technology (COBIT)
2.2.3 Microsoft Operations Framework (MOF)
2.2.4 Capability Maturity Model Integration (CMMI)
2.2.5 PRojects IN Controlled Environments (PRINCE2)
2.2.6 Key ITSM framework characteristics
2.3 ISO/IEC 20000 and its structure
2.3.1 Benefits of ISO/IEC 20000 adoption
2.3.2 Structure of ISO/IEC 20000 and defined processes
2.3.3 ISO/IEC 20000 and ITIL relation
2.3.4 Issues of ISO/IEC 20000 implementing in an organization
Solution – ISO/IEC 20000 process model
3.1 Technologies used for ISO/IEC 20000 modelling
3.1.1 IBM Rational Method Composer and its concepts
3.1.2 IBM Rational Team Concert and Jazz Team Server
3.2 ISO/IEC 20000 model
3.2.1 ISO/IEC 20000-1 model
3.2.2 ISO/IEC 20000-2 model
Sample utilization – Process incident
4.1 Extending tasks and creating a new one
4.2 Establishing new roles
4.3 Designing a delivery process
Conclusion
5.1 Problems encountered
Bibliography
Appendix A – Contents of the attached CD
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Implementation of ISO/IEC 20000 Standard in IBM Rational Method Composer

Implementation of ISO/IEC 20000 Standard in IBM Rational Method Composer

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Published by scapas
The thesis is devoted to the study of the information
technology service
management (ITSM) discipline and the international standard for
IT service
provision -- ISO/IEC 20000. The paper describes ITSM and
quality of service problems
in general and summarizes existing solutions and frameworks.
The main part of the
work is development of a process model based on ISO/IEC 20000
in IBM Rational Method
Composer. Possible usage of this model and its potential
extension are discussed
including an illustrating example.
The thesis is devoted to the study of the information
technology service
management (ITSM) discipline and the international standard for
IT service
provision -- ISO/IEC 20000. The paper describes ITSM and
quality of service problems
in general and summarizes existing solutions and frameworks.
The main part of the
work is development of a process model based on ISO/IEC 20000
in IBM Rational Method
Composer. Possible usage of this model and its potential
extension are discussed
including an illustrating example.

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Categories:Types, Research
Published by: scapas on Jun 24, 2013
Copyright:Attribution Non-commercial

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05/12/2014

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