Ontological Chiasma of IT Service Management Best Practice (where semantics meet the service road at MetLife)

1
Ontological Chiasma of IT Service Management
Best Practice(where semantics meet the service
road at MetLife)
Developing Deploying ITSMO
CarlMattocks_at_checkmi.com

• Semantic Technology 2006

2
Everyone admits that love is wonderful and
necessary, yet no one agrees on just what it is
Diane Ackerman

• ITSMO
• Common Language
• IT Service Management
• OWL Ontology
• OWL-S
• Open Source tool Protégé
• Shared Understanding
• Human Software Agents
• Multiple Interdependent Processes

3
All human actions have one or more of these seven
causes chance, nature, compulsions, habit,
reason, passion, desire Aristotle

• Quality Management Maturity
• Uncertainty, Awakening, Enlightenment, Wisdom,
  Certainty
• Software Maturity
• Initial, Repeatable, Defined, Managed, Optimal
• Supplier Maturity
• Adversarial, Transitional, Partnership
• ISO 9004 Maturity
• No Formal, Reactive, Stable Formal, Continuous
  Improvement, Best Practice

COMMUNICATE
PLAN
DO
ACT
CHECK
4
To manage a system effectively, you might focus
on the interactions of the parts rather than
their behavior taken separately Russell L(incoln)
Ackoff

• Best Practice IT Service Management
• Service Delivery, Service Support
• ITIL Guidelines
• Information Technology Infrastructure Library
• BS 15000 compliance
• ISO 20000
• Consistent, Repeatable Operations
• Well Documented Process (Patterns)

5
We have too many high-sounding words, and too few
actions that correspond with them. Abigail Adams

• Process Theory
• Every change in the physical system is directly
  or indirectly caused by processes
• A process is a connected series of events
  (actions, activities, changes) performed by
  agents with the intent of satisfying a purpose or
  achieving a goal
• Business Process Management
• Makes no distinction between the actions done by
  a human agent and a software agent

6
It is remarkable how similar the pattern of love
is to the pattern of insanity The Matrix -
Revolutions, character Merovingian

• Pattern
• Fully realized form, original, or model
• Design Pattern
• Allow programs to share knowledge about their
  design
• Process Pattern
• Proven, successful series of acts
• Process Pattern Profile
• The motivation or context
• Properties that should be true
• Operations needed to complete
• Outcome of using the pattern

An overview of the structure of DNA. Created by
Michael Ströck (mstroeck) on February 8, 2006.
Released under the GFDL.
7
I wish to be useful, and every kind of service
necessary to the public good becomes honorable by
being necessary. If the exigencies of my country
demand a peculiar service, its claim to perform
that service are imperious Nathan Hale

• Service Delivery Processes
• IT Financial Management
• Capacity Management
• Availability Management
• IT Continuity Management
• Service Level Management
• Security Management

ISO FCAPS Model for Network Management Faults
Configuration Accounting Performance Security
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Service to others is the rent you pay for your
room here on earth Muhammad Ali

• Service Support Processes
• Control
• Change Management
• Configuration Management
• Resolution
• Problem Management
• Incident Management
• Release
• Release Management

Control
Change Management
Configuration Management
Release Management
Resolution
Incident Management
Problem Management
Service Support
Incident Management
9
Whoever is careless with the truth in small
matters cannot be trusted with important matters
Albert Einstein

• Trusted Data
• Accurate Inventory Asset Profiles
• Unambiguous Communications
• Metrics
• KPI (Key Performance Indicator)
• CSF (Critical Success Factor
• Measurements

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To know that one knows what one knows, and to
know that one doesn't know what one doesn't know,
there lies true wisdom Confucius
11
I do not fear computers. I fear the lack of them
Isaac Asimov
Agent
Warehouse
Agent
Agent
12
Why are our days numbered and not, say, lettered
Woody Allen

• Matrix of Activities, Flows, KPIs
• Data Dictionary items
• Class / Element / Datatype
• Events
• State Transition Values
• Templates
• Forms, Messages, Archetypes
• Data Model Subject Areas
• CMDB - configuration
• CPDB - capacity

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My goal is simple. It is the complete
understanding of the Universe Stephen William
Hawking

• Ontology
• Representation of meaning of terms, terms
  themselves their interrelationships
• OWL (WC3)
• Metadata data providing formal
  conceptualization of a particular domain of
  interest. Used both by humans and systems to aid
  information exchange and integration

Image from HubbleSite, NASA, and the Space
Telescope Science Institute
14
Technology made large populations possible large
populations now make technology indispensable
Joseph Wood Krutch
IT Semantics
System Interoperability
OWL Ontology Business Process Patterns
RDFS / UML / Topic Map / UNSPSC
DTD / XML Schema / Dublin Core
Object Oriented Model / Thesaurus
Info Engineering Model
Data Dictionary
Data Usage Semantics
Service Quality
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Be not careless in deeds, nor confused in words,
nor rambling in thought Marcus Aurelius Antoninus

• Common Boundary, Dependency
• Interface Procedure
• Data, Action, State
• Business Relationship Process
• Understand Meet Requirements
• Supplier Capabilities Constraints
• Transaction Responsibilities Obligations
• Contracts Services, Roles
• Service Level (SLA) Policies, Protocols
• Operational Level (OLA) Interface Data

ISO 15000 EBXML
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What is not good for the swarm is not good for
the bee Marcus Aurelius Antoninus

• Common Information Model
• Hierarchical, Object Oriented
• CIM Specification and a Schema
• Core Classes Association Classes
• ManagedElement, ManagedSystemElement,
  LogicalElement, System, Service, .
• Dependency, Component, LogicalIdentity, ...

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The ships hung in the sky in much the same way
that bricks don't Douglas Noel Adams

• Reality of IT
• Entities (set containing sub-sets)
• Collection (of either objects or events)
• Dis-jointness
• Sufficient description to recognize the
  difference
• Unambiguous to Humans
• Decipherable by Software Agents
• Operational Properties Reflect the Difference

SME
Exclusive
Internal
External
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The achievements of an organization are the
results of the combined effort of each individual
Vincent Thomas "Vince" Lombardi

• Description Logics
• Encode Concepts / rich class and Sets of objects
• Enable Active Inference e.g. automatic
  classification
• Explain Semantic reasoning with Metadata and Data
• Evolve Role knowledge via relationships
• Conjunction
• Important when understanding Configuration
• Disjunction
• Critical when a change of state is a trigger for
  action
• Negation, Exists / Value (restriction)
• Significant when process completion is the
  measure of success

Description Logics
Frame based systems
OIL
XML RDS
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Language exerts hidden power, like a moon on the
tides Alcaeus

• Class WebService
• owlThing
• ITServiceManagement
• ITInfrastructure
• Configuration
• 
  ConfigurationIdentification
• 
  FunctionalBaseline
• 
  Composition
• 
  SubSystem
• 
  Modules
• 
  SoftwareObject
• 
  WebService

Source NASA's Planetary Photojournal Image No.
PIA01486
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What we plan we build Conte Vittorio Alfieri
Agent
Warehouse
Agent
Agent
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One thing a computer can do that most humans
can't is be sealed up in a cardboard box and sit
in a warehouse Jack Handey Deep Thoughts
Registry (metadata)
ITServiceManagement
ITInfrastructure
ConfigurationIdentification
Composition
ServiceDesk
FunctionalBaseline
SoftwareObject
Modules
SubSystem
IssueIMACServiceRequest
Objectref
Object ref
WebService
WSDL of IssueIMACServiceRequest1
OWL-S of IssueIMACServiceRequest1
http//www.oasis-open.org/committees/tc_home.php?w
g_abbrevregrep-semantic
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Our goals can only be reached through a vehicle
of a plan, in which we must fervently believe,
and upon which we must vigorously act. There is
no other route to success Stephen A. Brennan

• Business Centric Methodology enables precise
  Communication between Users, SMEs, Enterprise
  Applications Partner Systems
• Layered approach for Managing Artifacts,
  Constraints Semantic Interoperability

http//www.oasis-open.org/committees/tc_home.php?w
g_abbrevbcm
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Action without a name, a 'who' attached to it, is
meaningless Hannah Arendt
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The best way to have a good idea is to have lots
of ideas Linus Pauling