Refining ITIL/eTOM Processes for Automation in Service Fault Management

Abstract

In the recent years, the service management frameworks ITIL and eTOM have been adopted by many organizations. However, these frameworks focus on the elaboration of what needs to be done, but give only limited assistance concerning the implementation. In this paper a refinement of service fault management processes is presented which strives to systematically analyze the possibilities for automation and tool support of these processes.