Date post: | 01-Dec-2014 |
Category: |
Engineering |
Upload: | joao-nabais |
View: | 286 times |
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João Casalta Nabais [email protected]
Alexandre Miguel Pinto [email protected]
António Cruz [email protected]
Jorge Cardoso [email protected]
Interface Design For IT Service Management Practice
To change or develop slowly often into a better, more complex, or more advanced state: to develop by a process of evolution
Evolve
Technology
W W W
To make full use from a resource: The companies sprang up to exploit this new technology
Exploit
Services
Over-The-Top Content
Web Applications
Web Services
Value Added Services
Web APIs
Lack of something wanted or deemed necessary: to fulfill the needs of performing a certain kind of function
Need
Management
!Incidents Problems ChangesRequests
?
To direct or control the use of : manage a complex software
Manage
How?
oo
o
xx
x
Service OperationService Transition
Service DesignService Strategy
Cont
inua
l Ser
vice
Impr
ovem
ent
ITIL Estimates
increase of20± %
per annum
Adoption: Training: increase of
30± % per annum 1 1
1 R. England, “Review of recent ITIL® studies”, APM Group Ltd, 2011
ITSM (ITIL) Adoption
1Hire
Expert
+
Build Solution
2Certify
Collaborator(s)
+
Build Solution
3Buy Certified
Solution
$ $ $ $
Repeating something else and therefore unnecessary: having to systems doing the exact same thing is redundant
Redundant
ITSM Implementation
Company A Company B
Implementation
1 - Identify ITSM process2 - Document process3 - Build process flow
4 - Identify Interfaces: Inputs, Outputs and Data Types
needed for each activity/Operation(s)
of the process5 - Implement (program it)
6- Build specific UI
Same ITSM needse.g. Incident Management
1 - Identify ITSM process2 - Document process3 - Build process flow
4 - Identify Interfaces: Inputs, Outputs and Data Types
needed for each activity/Operation(s)
of the process5 - Implement (program it)
6- Build specific UI
Similar!!
Can be provided by ITIL
Use again or more than once: The tape could be magnetically erased and reused
Reuse
Solution/Alternative 1
Interface Specification for ITSM process
(e.g. WSDL, WADL)ITSM Solution
ProviderCompany
Specifies
Bypass step 1 to 4
Consumer Company A and/or B
Web APIsfor ITSM Process Build Specific UI
Web iOS
Android (…)
Consume
BuildBuild
ITSM ComponentITIL Information Object (Interface)
Solution/Alternative 2
Web APIsfor ITSM Process
ITSM Solution ProviderCompany
Implementsbase on
Specification(s)
Bypass step 1 to 5
Build Specific UI
Web iOS
Android (…)
Consumer Company A and/or B
Consume
Build
ITSM Component
A body of practices, procedures, and rules used by those who work in a discipline or engage in an inquiry
Methodology
ITSM Practice Interface Design
A) Build ITSM Process (or adopt ITIL Process)
B) Specify the ITSM Process Flow (or adopt ITIL Process)
C) Identify Operations, Inputs, Outputs and Data Types (based on process activities)
D) Review and discuss the specification
A) Build ITSM Process
B) Specify the ITSM Process Flow
C) Identify Operations, Inputs, Outputs and Data Types
D) Review and discuss the specification
X
Is the Interface well described?
Yes
No
Tem Discussion and Inspection
Review Interface
Q & A