End-to-End IT Service Management for Automated Computer Centers in Heterogeneous IT Landscapes

Abstract

Cloud computing changes the way of delivering and consuming IT services. Due to increasing modularization and standardization, it is possible to deliver high scalable and flexible IT cloud-based services at an advantageous price. Therefore cloud computing supports the process of IT industrialization to a high extent. On the other hand the industrialization of IT involves the trend towards cloud-based value chains respectively value networks. Most of the IT service providers have to handle heterogeneous IT landscapes and their value networks including all upstream suppliers. Therefore a high degree of automation of computer center and especially service processes is necessary. However, the IT service providers cannot influence the upstream value networks, while they are fully responsible for the service delivery towards customers. Therefore, the current state of end-to-end IT Service Management (ITSM) for automated computer centers in heterogeneous IT landscapes will be analyzed to develop requirements for an ITSM value network solution. In order to achieve these objectives a threefold-approach will be used. Firstly, a literature review will be conducted to review existing ITSM solutions and to identify known problems. Secondly, explorative case studies will be conducted with experts from the field of ITSM and cloud computing to ensure a proper understanding, to gain deep insights and to develop requirements for an end-to-end ITSM framework. Finally the common ITSM standards will be reviewed and revised in order to develop standards. Accordingly, this thesis contributes to theory by developing the framework and enriching common ITSM standards on the basis of the value system theory. Practitioners benefit from being able to manage their heterogeneous IT landscapes and to modernize their ITSM by using those new standards.