Title: An approach to achieve IT agility by combining SOA with ITSM

Authors: Said Izza, Rabah Imache

Addresses: CIA France, Le Calypso – Parc de la Duranne, 25, Rue de la petite Duranne, 13857, Aix-en-Provence, France. ' Departement d'informatique, LIMOSE, Universite de Boumerdes, Avenue de l'independance, 35 000 Boumerdes, Algerie

Abstract: Today, service-orientation is considered as a compelling technique for developing agile software systems that best align with business. It is also considered as an important approach for information technology (IT) service management, especially for service delivery and support. However, there is still some confusions and misunderstanding between people as sometimes they are referring to information technology service management (ITSM) services and sometimes to service-oriented architecture (SOA) services. So, the combination of both SOA and ITSM approaches arises. This paper deals with this combination and it provides some principles, policies and models that guide and explain the connections that may exist between the two worlds. Specifically, it provides a service model and governance, which cover the multitude necessary activities for specifying and managing how services are defined and supported within large enterprises.

Keywords: information technology service management; ITSM; information technology infrastructure library; ITIL; service-oriented architecture; SOA; service governance; service models; service catalogues; quality of service; QoS; service level agreements; SLA; IT agility.

DOI: 10.1504/IJITM.2010.035463

International Journal of Information Technology and Management, 2010 Vol.9 No.4, pp.423 - 445

Received: 22 Sep 2008
Accepted: 13 Jul 2009

Published online: 30 Sep 2010 *

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