As the worldwide economy becomes increasingly service-based, companies have a growing need for the adoption of IT Service Management (ITSM) best practices, tools, and methodologies. The Information Technology Infrastructure Library (ITIL) is a set of best practices in ITSM and is now highly adopted by the industry. However, implementing ITIL is complex and costly, and enterprises that design, adopt and provide ITSM services, often end up with different analysis methods and designs for similar ITSM solutions. Aiming at reducing costs and standardizing ITIL-based implementations we propose a methodology to build ITIL conformant interfaces for its processes and functions. This methodology aims for the standardization and partial automation of the construction of reusable software components that are ITIL conformant. It promotes software reuse for ITSM /ITIL solutions market, through the future development of ITSM interfaces.

1. 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

2. To change or develop slowly often
into a better, more complex, or more
advanced state: to develop by a
process of evolution
Evolve

3. Technology
W W W

4. To make full use from a
resource: The companies sprang
up to exploit this new technology
Exploit

5. Services
Over-The-Top Content
Web Applications
Web Services
Value Added Services
Web APIs

6. Lack of something wanted or
deemed necessary: to fulfill the
needs of performing a certain kind of
function
Need

7. Management
!
Incidents Problems ChangesRequests
?

8. To direct or control the use
of : manage a complex
software
Manage

9. How?
o
o
o
x
x
x
Service OperationService Transition
Service DesignService Strategy
ContinualServiceImprovement

10. ITIL Estimates
increase of
20± %
per annum
Adoption: Training:
increase of
30± %
per annum
1 1
1 R. England, “Review of recent ITIL® studies”, APM Group Ltd, 2011

11. ITSM (ITIL) Adoption
1
Hire
Expert
+
Build
Solution
2
Certify
Collaborator(s)
+
Build
Solution
3
Buy Certified
Solution
$ $ $ $

12. Repeating something else and
therefore unnecessary: having to
systems doing the exact same thing
is redundant
Redundant

13. ITSM Implementation
Company A Company B
Implementation
1 - Identify ITSM process
2 - Document process
3 - Build process flow
4 - Identify Interfaces:
Inputs, Outputs and Data Types
needed for each
activity/Operation(s)
of the process
5 - Implement (program it)
6- Build specific UI
Same ITSM needs
e.g. Incident Management
1 - Identify ITSM process
2 - Document process
3 - Build process flow
4 - Identify Interfaces:
Inputs, Outputs and Data Types
needed for each
activity/Operation(s)
of the process
5 - Implement (program it)
6- Build specific UI
Similar!!
Can be provided
by ITIL

14. Use again or more than once:
The tape could be magnetically
erased and reused
Reuse

15. Solution/Alternative 1
Interface Specification
for ITSM process
(e.g. WSDL, WADL)
ITSM Solution
Provider
Company
Specifies
Bypass step 1 to 4
Consumer Company A
and/or B
Web APIs
for ITSM Process
Build Specific UI
Web iOS
Android (…)
Consume
Build
Build
ITSM ComponentITIL Information Object
(Interface)

16. Solution/Alternative 2
Web APIs
for ITSM Process
ITSM Solution
Provider
Company
Implements
base on
Specification(s)
Bypass step 1 to 5
Build Specific UI
Web iOS
Android (…)
Consumer Company A
and/or B
Consume
Build
ITSM Component

17. A body of practices, procedures, and
rules used by those who work in a
discipline or engage in an inquiry
Methodology

18. 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

19. A) Build ITSM Process

20. B) Specify the ITSM Process Flow

21. C) Identify Operations, Inputs, Outputs
and Data Types

22. D) Review and discuss the
specification
X
Is the Interface well described?
Yes
No
Tem Discussion and
Inspection
Review Interface

23. Q & A