Towards an information model for ITIL and ISO/IEC 20000 processes

Abstract

As IT service providers are adopting more comprehensive approaches towards IT Service Management (ITSM), they increasingly need to rely on ITSM software solutions in their day-to-day operations. However, when wishing to integrate ITSM software from one vendor with that of another, the lack of underlying standards becomes woefully apparent. Without any standardized information model for ITSM processes, efficient and integrated ITSM will remain a vision.