Abstract-For any fault of the same severity level, traditional fault discovery and notification tools provide equal weighting from business points of view. To improve the fault correlation from business perspectives, we proposed a framework to automate network and system alerts with respect to its business service impact for proactive notification to IT operations management. This paper outlines the value of business continuity planning (BCP) during the course of service impact analysis, placing particular emphasis on the business perspective in the processes of IT service management. The framework explicitly employs BCP relevant processes in order to identify the relationships between business services and IT resources A practical case in IT operations to illustrate the concept was then conducted.

Purpose -This paper aims at improving the service-oriented IT management by adopting relevant business continuity planning processes for service impact analysis in handling resource event. The paper also proposes a framework for implementation. Design/methodology/approach -A framework was developed from the study of literatures in IT service management and business continuity management. It was implemented to a real IT operations environment to evaluate its effects and benefits. Findings -Many organisations in the IT service industry drive the service-oriented IT management rapidly in the region. For fault management and service continuity management, one relies heavily on the experience of experts in handling the event for realising the relationships between service and resource. Knowledge retention and information base for service management are the new challenges in the area of service management. Research limitations/implications -Further optimisation and ongoing maintenance works are required to refine the correlation processes. Practical implications -The framework was implemented using existing IT service management portal and network system monitoring tools with minimal modification effort. Originality/value -This paper highlighted the value of adopting business continuity planning processes in service management. It also presented a way to implement a service management information base in practice.

Abstract-Adequate definition and adoption of standardized management processes form the foundation to enhance IT Service Management (ITSM) especially in tally with the arrangement of outsourcing operation management and contracting project development. With the establishment of defacto standard IT Infrastructure Library (ITIL) for ITSM implementation in these days, management software tools are available in the market. However, proper service management processes shall be developed to align with the existing daily operations workflow, model around ITIL framework, rather than compromising commercial product standard template. This paper first evaluates the effect of ITSM tools in practical adoption in supporting various types of service category in campus environment of technology industries. Experience sharing to address specific concerns in developing customized management process modules for the campus with service outsourcing will be discussed afterwards. Finally, a future work on proactive service impact analysis framework is defined.

Purpose -This paper aims at presenting the benefits from implementing IT service management (ITSM) in an organization for managing campus-wide IT operations. In order to improve the fault correlation from business perspectives, we proposed a framework to automate network and system alerts with respect to its business service impact for proactive notification to IT operations management. Design/methodology/approach -The authors first evaluate the effect of IT service management (ITSM) tools in practical adoption followed by experience sharing in developing management process modules in service outsourcing model. Three years of quantitative analysis using real operational data were used to present the effect on ITSM tools adoption. A framework was developed from the study of literatures in service management, incident prioritization, and business continuity planning. For the proposed framework, it consists of a hybrid case-based and rule-based reasoning module and a new approach which utilizing business continuity planning for service-resource mapping with business criticality and user activities. Findings -For the past decade in the IT industry, a paradigm shift in managing IT could be observed. People are concerned more in managing IT services instead of traditional device-oriented IT system or network components. With the term "business-driven IT services," it has raised new challenges in the area of IT service management, especially with respect to the management of service level agreement with service provider and the management of system and network faults. Research limitations/implications -Further work should be carried out on the aspect of using real data for the framework as motivated by the limitations of the present study. Practical real data could help the reader to experience its quantitative benefits. Practical implications -This paper highlights the value of effective IT service management, placing particular emphasis on service outsourcing consideration and the mechanism in service-event correlation. Originality/value -This paper illustrates the effect of ITSM tools adoption by analyzing real operation data. The proposed framework explicitly utilizes business continuity planning (BCP) processes to identify the relationships between business services and IT resources that helps to improve the IT service management.

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