João Casalta Nabais joao-l-nabais@telecom.pt

Alexandre Miguel Pinto ampinto@dei.uc.pt

António Cruz antonio.j.cruz@telecom.pt

Jorge Cardoso jorge.cardoso@kit.eu

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