Performance management and quantitative modeling of IT service processes using mashup patterns

IT Service Management (ITSM) encompasses the practices for managing information technology systems. ITSM processes can be laden with segments where the human becomes a bottleneck and slows down the entire process. These inefficiencies are usually caused by insufficient design of the process itself, or defects in the tools being used. Our work provides a systematic framework for analyzing inefficiencies through a combined model to guide the use and estimate the value of improving orchestration of the process using mashup design patterns. © 2011 IFIP.