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Business-Oriented Development Methodology for IT Service Management Introduction Purpose: Service management is now probably the most potent approach to the management of information technology from a business perspective. Service management helps focus on business services in spite of the heterogeneity in the underlying IT infrastructure. Consequently, many large organizations are implementing standard IT service management guidelines, such as the ITIL. However, there is a need for an integrated methodology (independent of the business sector and underlying technologies) that would allow the development of service solutions from a business perspective. This paper presents a business-oriented 8-stage service design and management methodology that integrates total quality management techniques, such as house of quality (HoQ) Matrices to help quantify qualitative service management parameters. The methodology is illustrated with a case study of a major utility organization in Australia, an early adopter of a structured IT service management methodology. The process of managing associates’ requests (like Leave Request, Access Request, Reimbursement Requests etc) the company need to collect all the applications and need to segregate the same based on their respective RMs to send them for evaluation (approval). Similarly any associate specific tasks like their Skills or Profile Update, Pay Slip Distributions, Exit Initiation need to be handled manually and need considerable man power and a time consuming affair. The managers also need much vital/ business critical information before processing any associates requests either for approval or rejections (as these decisions are based on various parameters), which eat up so much of their time and the associates need to wait for the request status for a long time, which also subsequently delay the other dependent processes. They also need to track and update the Resource billing details/report and need to send to Finance which are used by it to track the finance aspect of the company. Scope: A Business-Oriented Development Methodology for IT Service Management is a system for sharing the work ideas. The process of managing associates’ requests (like Leave Request, Access Request, Reimbursement Requests etc) the company need to collect all the applications and need to segregate the same based on their respective RMs to send them for evaluation (approval). Similarly any associate specific tasks like their Skills or Profile Update, Pay Slip Distributions, Exit Initiation need to be handled manually and need considerable man power and a time consuming affair. The managers also need much vital/ business critical information before processing any associates requests either for approval or rejections (as these decisions are based on various parameters), which eat up so much of their time and the associates need to wait for the request status for a long time, which also subsequently delay the other dependent processes. They also need to track and update the Resource billing details/report and need to send to Finance which are used by it to track the finance aspect of the company. In the Proposed system, all the critical and sensitive process of the company will be automated. The system will maintain the below process/activities 1. Associate Specific Tasks Raise Access Requests Tracking Access Requests Raising Leave Requests Tracking Leave Requests Canceling Leaves Applied Checking Leave History Update Skill set details Checking Pay slips Raising Reimbursement Requests Change Password Initiate Exit Process 2. Manager Specific Tasks Approving / Rejecting Access Requests Approving / Rejecting Leave Requests Approving / Rejecting Reimbursement Requests Project-Resource Allocation 3. Finance Specific Tasks Billing i. Account-wise ii. Associate-wise iii. Project-wise Expense & Maintenance Reimbursement Settlement References: The primary of references this project are C# Corner and Wrox Publications. The Overall Description Project Perspective: Business-Oriented Development Methodology for IT Service Management should be a selfcontained project. It is the first attempt at a information Management system by myself, and contains or involves a number of technologies which are new to me (Asp.Net, C#.net, SQL Server, XML, etc.). Project Functions: The project shall allow users to: Install and set up Business-Oriented Development Methodology for IT Service Management. Submit issues to a database Query the database in a number of ways Raise Access Requests Tracking Access Requests Raising Leave Requests Tracking Leave Requests Canceling Leaves Applied Checking Leave History Update Skill set details Checking Pay slips Raising Reimbursement Requests Change Password User Classes and Characteristics Research on Business-Oriented Development Methodology for IT Service Management Users Individual users should be able to provide the skills they have, projects they are working presently, projects details they will be working in future, providing information about their all types of leaves, perform queries on the database to check the payroll for each and every month from the date of his joining. These individual users are assumed to have some knowledge on the Business-Oriented Development management environment and are familiar and comfortable with basic software tools such as text editors etc. Since Business-Oriented Development Methodology for IT Service Management is primarily intended as an easy-to-use, system for individual users and organization. Administrator Administrator-- responsible for registering users, providing payroll details for the individual users, reimbursement details of the users, maintaining individual user details, -- must have tools capable of querying the database and relating issues to users. Operating Environment Business-Oriented Development Methodology for IT Service Management will be implemented in .NET2.0. It should therefore run on any platform to which .net has been ported. We will avoid the use of platform-specific designs or code in doing so. However, the primary operating systems we'll be using is Microsoft Windows. Design and Implementation Constraints The implementation is done by Microsoft Technologies (Asp.Net, C#.Net and SQL Server). The files will use XML as a data format. The use of XML is mandated to prompt an exploration of XML as a technology (in addition to allowing the use of XML tools and existing libraries in development). It should not rely on any particular command line implementation, such as a particular UNIX shell, etc. Assumptions and Dependencies Business-Oriented Development Methodology for IT Service Management is a self-contained project, the only explicit dependencies are those stated in the Design and Implementation Constraints. External Interface Requirements User Interfaces: The product must be usable under any operating systems where the GUI is a standard common user interface (such as Windows Operating System). However, some guidelines do apply: Help. Help should be available for all tools. GUI tools should print a helpful message (if appropriate) if invoked with no arguments. GUI tools must have help available from any screen; either via a button, context-sensitive help, or a summary of help on the page (web pages). Feed back. Each project work assigned should get feedback from the users describing about the status of the project, time required for them to complete the work ; and each leave applied by users should be acknowledged (with a response message from standard output, a follow-on web page) with some positive indication of the result. The feedback should indicate user’s status. Hardware Interfaces OPERATING SYSTEM: WIN XP OR LATER WITH .NET FRAMEWORK HARD DISK : 5GB PROCESSOR : Pentium IV or higher RAM : 256MB Software Interfaces PLATFORM: ASP.NET, NET FRAMEWORK SDK2.0, WINDOW XP AND ABOVE. DATABASE: MICROSOFT SQL SERVER 2005 Communications Interfaces In this website we are using HTTP and SMTP protocols, The Simple Mail Transfer Protocol (SMTP), the predominant protocol used to transport e-mail throughout the Internet, has revolutionized the way many companies do business. IIS includes support for both protocols for use in private intranets or on the Internet. HTTP, which is used for communication (request and response) between client and server Functional Requirements 1) The system should be able to identify the existence of administrator and give appropriate feedback 2) The system should be able to allow the administrator to register the users, provide the various details of the users, various projects for the users to work. 3) The system should have a command named query which provides for querying the repository(database) 4) The system should be able to identify the existence of users to give appropriate feedback 5) The system should be able to allow the users to send queries and to give feedback (status) on them.