Design of open IT operation and maintenance management system based on Data Mining

The impacts on the Operation and Maintenance Process of virtual resources have not been considered in the ITIL processes. Based on the characteristics of the virtual resource management and the process automation method, this paper improves and designs the new IT Operation and Maintenance Processes for virtual resources, includes adding the activities of new event monitoring, event handling, security management, performance and capacity management, and on-line management etc, and also proposed the establishment of the unified IT Operations and Maintenance management team to better support this process. The improved processes have been carried out in the IT Operation and Maintenance management practices of the joint ventures, and greatly improved the efficiency of their IT operations and maintenance works.

With the gradual deepening of the influence of artificial intelligence technology on all walks of life, enterprise IT operation and maintenance management is also undergoing changes in a more intelligent and advanced direction. In order to change the practical problems of enterprise IT operation and maintenance management, such as single method and lack of means, this paper analyzes and studies the overall framework of enterprise it intelligent operation and maintenance management technology, and deeply analyzes the key intelligent methods in operation and maintenance management, such as fault prediction, fault analysis, operation and maintenance scheduling, so as to provide support for effectively improving the level of enterprise it intelligent operation and maintenance and systematic support ability.

Business process management (BPM) is an approach focused on the continuous improvement of business processes, providing for this a collection of best practices. These best practices enable the redesign of business processes to meet the desired performance. IT service management (ITSM) defines the management of IT operations as a service. There are several ITSM frameworks available, consisting in best practices that propose standardizing these processes for the respective operations. By adopting these frameworks, organisations can align IT with their business objectives. The constant need for change, competitiveness and innovation in organisations compels managers to analyse its business processes and find improvement opportunities. Therefore, the objective of this research is to understand how BPM can be used to improve of ITSM processes. An exploratory case study in a multinational company based in Lisbon, Portugal, is conducted for the improvement of the time performance of an incident management process. Data were gained through documentation, archival records, interviews and focus groups with a team involved in IT support service. The results of this study demonstrate how BPM highlighted the current incident management process incongruences. The preliminary evidences of this research indicate that with the application of the remain BPM lifecycle phases may be possible to improve incident management process. During the next months the authors intend to identify the main problems and simulate the appropriate BPM heuristics to understand the impact in the business organisation.

The effective management of IT infrastructure in educational institutions is critical for supporting seamless academic and administrative operations in an increasingly digital environment. Universities and colleges face challenges such as frequent IT service disruptions, inefficient incident management, and the lack of standardized service delivery processes. This paper explores the application of the Information Technology Infrastructure Library (ITIL) framework as a structured approach to IT Service Management (ITSM) within higher education institutions. By analyzing existing incidents, service requests, and operational inefficiencies, the study identifies key areas where ITIL principles can improve service efficiency, reduce system downtime, and enhance overall user satisfaction among students, faculty, and staff.The research employs qualitative methodologies, including focus groups and structured interviews with IT administrators, academic personnel, and students, to assess IT infrastructure challenges and service management needs. Additionally, the study investigates the impact of modern ITSM tools, such as Jira Service Management, in automating service workflows, tracking incidents, and improving resolution times. A comparative analysis of IT service performance before and after ITIL implementation highlights significant improvements in response efficiency, proactive monitoring, and structured service request handling. Findings indicate that adopting ITIL-based service management practices leads to enhanced IT operations through improved resource allocation, automated incident tracking, and data-driven decision-making. Standardizing workflows and implementing proactive IT monitoring strategies enable universities to mitigate recurring technical issues and optimize IT support services. The study concludes with recommendations for the effective adoption of ITIL frameworks in higher education institutions, emphasizing the long-term benefits of IT governance, continuous service improvement, and user-centric IT service delivery.

Summary form only given. Scientific computing relies heavily on e-Infrastructures as one of the cornerstones of today'sadvancements in research. These e-Infrastructures include advanced IT architectures such as supercomputers, grids, clouds, and the networks interconnecting them. In order to deliver high-quality services provided by these systems to the users, adequate IT management is an essential requirement. The Leibniz Supercomputing Centre (LRZ) is one of the world's largest e-Infrastructure providers and strongly devoted to contributing to and utilizing the field of IT Service Management (ITSM). After initiating its ITSM program in 2006, today many of the services provided by the LRZ are ITSM-driven. Processes have been adopted in alignment with ITIL best practices. Learning from "commercial" ITSM, and applying it to academic e-Infrastructures such as grids and clouds has been recognized as an effort that is vital for the sustained success of these developments. This challenge is subject of the EC-fundedg SLM project, which is led by LRZ and will be demonstrated in this talk. A major goal of LRZ is complete certification against ISO/IEC 20000-1 in the near future. This follows the believe that IT Service Management is a basic ingredient for delivering the best services to its customers.

Problems in the interplay of development and IT operations in system development projects: A Delphi study of Norwegian IT experts

The effect of improving business quality on companies is influenced by developments in technology and information. Utilization of Knowledge Management System (KMS) is one of the efforts to improve the quality of the company's business. In a company, the role of knowledge management is very important so that the company can grow rapidly. For the application of good organizational knowledge requires a planned and systematic knowledge management. The benefits derived from implementing knowledge management in companies are that it can improve service to customers, increase efficiency in processes and work methods, increase the number of services or products and save costs and time. The study of this matter, the IT Operation Center (ITOC) unit has difficulties in terms of sharing knowledge in the company, therefore a study is needed entitled "Analysis of Knowledge Management System Design Using the Fernandez Method in the IT Operation Center Unit (Case Study: PT Citilink Indonesia)” then the application of this Knowledge Management System can provide convenience for employees who have some problems related to IT operations.

Information Technology can play a significant role in supporting and even driving sustainability strategies in an organization. However, many small and mid-size enterprises (SMEs) often separate their “Green IT” initiatives from existing business and IT strategy. The authors describe how one SME used IT service management (ITSM) to clarify and improve their IT services and to integrate sustainability into the IT function. Their case provides a detailed description of ITSM and also shows that ITSM offers a framework for SMEs to integrate sustainability into the IT operations.

Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services.

This paper presents a theoretical research framework that was used to analyse operational risk management (ORM) system practices in Australia. It provides a new perspective on how to use national and international operational management system standards as a basis for systematic management of operational risks. Based on the extensive literature review and the analysis of operational risk management system practices that are common in Australian organisations, this paper identifies the critical factors for effective use of an ORM system. The proposed framework could also be used as a model to research ORM system applications in other countries.

The problem we address is that researchers have insufficiently investigated the processes and nuances of Business and IT alignment. One attempt to tackle Business and IT alignment in a process-oriented way is to adopt the concept of IT Service Management (ITSM). However, identified challenges entails that ITSM is hard to define and that existing ITSM frameworks sometimes are considered as overly complex containing an extensive process scope, making it costly and hard to implement. The purpose of this workshop paper is to understand in what way are ITSM core processes supporting business and IT alignment? Our qualitative research approach embraced a two-phase method based on empirical studies where identified core processes were mapped using the Strategic Alignment Model. The result shows that the core of ITSM consists of five processes and that these processes somewhat constitute the bridges and interfaces that aligns Business and IT.KeywordsStrategic alignment modelSAMIT service managementITSM

Problem statement: The Information Technology Infrastructure Library (ITIL) is most widely used de-facto- standard, consists of set of concepts and practices for Information Technology Service Management (ITSM), IT development and IT operations. Approach: Where as a Data Warehouse (DW) is a relational database used for the purpose of query and analysis to generate complex reports for enterprises. Results: This study introduces ITIL and DW, along with DW concepts and challenges and will review how to map ITIL with DW. Conclusion: This study identified that ITIL will play vital role when and where used in Data warehouses, specifically in the form of availablilty management; IT service continuity management; capacity management; financial management; and service level management.

Aiming at the business requirements of the urban metro transport operational asset management, this paper explored urban metro transport operational asset management system; by means of analyzing information cost of urban metro transport, smart urban metro transport operational asset management system were put forward, and the characteristics and relationship: “Asset Instrumentation, Resource Virtualization, Capacity Servitization, Business Collaboration and Decision-making Intelligentialize” in full life-cycle operational asset management process were discussed in details. Finally, system construction suggestions were given.

This article examines the integration of Cloud Intelligence and AIOps (Artificial Intelligence for IT Operations) in modern cloud engineering environments, focusing on converging AI-driven decision systems and workflow orchestration. The article analyzes how this integration enhances operational efficiency, system resilience, and cost optimization in cloud infrastructures while maintaining robust security and compliance standards. This article comprehensively examines automated resource management, predictive analytics, and self-healing capabilities, demonstrating how Cloud Intelligence transforms traditional IT operations into autonomous, adaptive systems. The findings reveal that implementing AIOps significantly improves incident response times, reduces manual intervention, and enables proactive maintenance through advanced anomaly detection and federated learning approaches. Furthermore, the article highlights the critical role of real-time data integration and dynamic workflow orchestration in achieving optimal cloud performance and reliability. This article contributes to the growing knowledge in cloud engineering by providing a structured framework for implementing Cloud Intelligence solutions. It offers insights into the future evolution of AI-driven cloud operations.

In the present chapter, we turn our attention to a detailed description of the following process that belongs to the functional group known as IT OPERATION & CONFIGURATION MANAGEMENT: