IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows

Abstract

People, processes, technology and information are the essential building blocks for creating a successful IT infrastructure in today's fast-paced, service-focused marketplace. ITIL which is recognized as the de facto standard for service management is a process based approach. ITIL focuses on a set of integrated processes which run the gamut from highly interactive and dynamic processes such as problem determination to highly repeatable processes such as patch deployment which are best handled in a fully automated, non-interactive fashion. The ability to support and integrate the full spectrum of interactivity for these processes with the appropriate level of automation is crucial for the service provider. Also key is the ability to identify opportunities to increase the level of automation as maturity and technology permit.In this paper, we propose a conceptual methodology for IT service management process automation that leverages the ontological relationships between process artifacts and resource artifacts to develop data aware processes for an effective automated approach to integrate both highly automated and human centric process models. The objective is to develop a systematic approach that addresses the needs of an IT organization in order that highly automated operational processes work in conjunction with collaborative human decision centric processes in order to effectively deliver IT services. In addition, we propose a complexity model to assist in identifying automation opportunities to satisfy the need for continuous efficiency and cost improvement.

Collaborative scientific workflows supporting collaborative science

“…The need for integrating human interaction and collaboration into a workflow model has been recently recognized in the business workflow community. Ayachitula et al [72] divide workflows into human-centric workflows and automated process-based workflows. Russell et al [73] propose to establish a separate team access control layer, which combines role and organization, to management access in a collaborative workflow environment.…”

Collaborative Scientific Workflows

“…Ayachitula et al [32] divide workflows into human-centric workflows and automated process-based workflows. Russell et al [33] propose to adopt a team access control layer, which combines role and organization, to management access in a collaborative workflow environment.…”

Loom: Complex large-scale visual insight for large hybrid IT infrastructure management

“…Hiring more administrators and increased automation (like testing, building and deploying [2]) have been the responses to cope the increased complexity of modern IT setups. In spite of these strategies, considerable human effort is still required to oversee and authorise semi-automated decisions, and full automation is often times only possible after careful human analysis of management data [3] .…”