Integration of domain-specific IT processes and tools in IBM Service Management

In this paper we focus on the integration of domain-specific information technology (IT) processes and tools in the IBM Service Management architecture, a service-oriented software architecture that automates and simplifies the management of IT services. The IT processes are based on a generalized concept of service management that incorporates best practices, such as those defined by the Information Technology Infrastructure Library® (ITIL®). The IT tools are the operational management tools in various domains, such as monitoring, network management, and provisioning. We refer to implementation of IT processes as Process Managers. We first describe three typical scenarios in which integrating the domain-specific IT processes through the use of PMs increases the level of automation. Then, we illustrate the benefits to be gained from integrating IT processes and tools and describe the design of four PMs: the Service Level Process Manager, the IBM Tivoli Availability Process Manager, the IBM Tivoli Capacity Process Manager, and the IT Service Continuity Process Manager.