Since release 6.40 the SAP Netweaver platform consists of two different stacks, WebAS ABAP and WebAS Java. Although both stacks can be installed within one system, the technology and development processes are completely different. This article discusses the differences regarding IT Change Management of ABAP and Java and outlines potential problems, which have to be solved to ensure an ITIL comp...

Jorge Cardoso, Carlos Pedrinaci and Pieter De Leenheer Open semantic service networks: modeling and analysis Dieter De Smet and Wolfgang Molnar Strategic Reorientation and Influences on Business-IT Alignment: A Case Study in a Luxembourgish Financial Services Provider Pieter De Leenheer, Jorge Cardoso and Carlos Pedrinaci Governance and Ontological Aspects of Business Semantics in Compliant Ser...

Many of quality approaches are described in hundreds of textual pages (see CMMI, SPICE, Enterprise SPICE, ITIL among others). Manual processing of information consumes plenty of resources. In this report we present a text mining approach applied on CMMI – one well known and widely known quality approach. The text mining analysis can provide a quick overview on the scope of a quality approaches....

Natural Language is not appropriate for reference models because it risks being an in-complete, unstructured and inconsistent form of representation. This paper presents insights into a qualitative study examining both textual descriptions and semi-formal models based on ITIL. The conclusion is that a hybrid approach of models and textual extended explanations and definitions is the best approa...

The following contribution shows a knowledge-based extension of ITIL process models in service support. Therefore existing process models will be extended with Knowledge Modeling and Description (KMDL®) objects and a knowledge level can be introduced. This enables the identification of information and knowledge flows. On the one hand this can be used to analyze knowledge-intensive service suppo...

© IT Support Conversation Manager: A Conversation-Centered Approach and Tool for IT Incident Management Hamid R. Motahari-Nezhad, Claudio Bartolini, Sven Graupner, Sharad Singhal, Susan Spence HP Laboratories HPL-2010-46 Ad-hoc Business Processes, Best Practice Process Frameworks, IT Processes, Collaboration Applications There is a push in the enterprise towards facilitating processes from best...