TU Berlin

Chair of Information and Communication ManagementITSM & Big Data Project 2

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Towards real-time IT service management systems: Development of a SLA dashboard using SAP HANA

IT service management system: high level view of underlying architecture
IT service management system: high level view of underlying architecture


Prof. Dr. Ruediger Zarnekow
Dipl.-Phys. Thorsten Proehl

Research institution

Technische Universität Berlin Fachgebiet Informations- und Kommunikationsmanagement

Short Abstract

This research project is a follow-up for the previous one called “Towards real-time IT service management systems: In-situ analysis of events and incidents using SAP HANA”.

Information technology service management (ITSM) is of increasing importance to IT organizations around the world, while information systems (IS) play a crucial function in private and public sector organizations. ITSM leads to a paradigm shift from a traditional IT organization to a customer-oriented IT service provider. The need to align the IT strategy with the business strategy, increasing the transparency of IT processes and quality while at the same time reducing the cost of IT services are some of the reasons why the information technology infrastructure library (ITIL), as the de-facto standard of IT service management, is introduced.

Key topics of ITIL are event and incident management, which describe how to manage the whole event and incident lifecycle. According to ITIL an event is defined as “a change of state that has significance for the management of an IT service […]”. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. In addition, IT organizations are dealing with a huge number of incidents in their daily business. ITIL describes incidents as “an unplanned interruption to an IT service or reduction in the quality of an IT service”. Furthermore, major incidents are described as “the highest category of impact. A major incident results in significant disruption to the business.” Thus, the identification and resolution of these major incidents is a matter of special importance.

Information about resolution time of incidents, number of incidents, number of major incidents, and number of occurring network events are some examples for figures that influence the compliance of service level agreements (SLAs). A service level agreement is defined as “an agreement between an IT service provider and a customer”. This agreement describes service level targets and responsibilities for each party. These figures are compared with the corresponding service level targets. Nowadays, most ITSM systems deliver SLA reports monthly. A real-time dashboard leads to proactive ITSM. Service level managers can react immediately to SLA breaches.

This research project will investigate illustration possibilities for events, incidents, and SLAs. Therefore, the authors will build up a “live” system based on a big event and incident database. The in-situ monitoring of service level agreements (SLAs) will be performed.


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