Abstract
IT organizations are faring significant business and technical challenges today. On the business realm, companies are increasingly outsourcing their IT operations to specialized IT services firms. On the technical side, new architectural approaches such as Model Driven Architecture and Service Oriented Architecture are fundamentally changing IT management. In response to these challenges, Business-driven IT management (BDIM) has emerged as a new approach lo IT management that bridges Business IT gap, improves the quality of IT services, and optimizes IT operations. In this paper, we present a multi- layer modeling framework to support BDIM, introduce a versatile Service Delivery Management (SDM) platform for IT service delivery, and use the construction of the SDM platform to demonstrate the modeling framework in action.
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