Next: Introduction
7th IEEE/IFIP International Symposium on Integrated Network
Management (IM 2001), Seattle, Washington USA,
IEEE Publishing, May 2001
M. Garschhammer, R. Hauck,
H.-G. Hegering, B. Kempter, I. Radisic,
H. Rölle, H. Schmidt
Munich Network Management Team
University of Munich
Oettingenstr. 67
D-80538 Munich, Germany
{garschha|hauck|hegering|kempter|radisic|
roelle|schmidt}@informatik.uni-muenchen.de
H.-G. Hegering, M. Langer, M. Nerb
Munich Network Management Team
Leibniz Supercomputing Center (LRZ)
Barer Str. 21
D-80333 Munich, Germany
{hegering|langer|nerb}@lrz.de
Abstract
Service management has been a hot topic in the research
community for the last couple of years. However, due
to the complexity of this research area, no commonly
accepted definition of the terms service, service
management, and the associated management tasks has
evolved yet.
This paper contributes to the ongoing process of defining
these terms by proposing a top-down oriented and systematic
methodology that is used
to analyze and identify the necessary actors and the corresponding
inter- and intra-organizational relationships. Then, a generic
service model is introduced that defines commonly needed
service-related terms, concepts and structuring rules in a
general and unambiguous way. Since most of the work that
is being presented here is still in flux, the service model is
finally used to identify and structure open research questions.
Keywords
Service Management, Service Model, Provider Hierarchy
Next: Introduction
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