Deploying the IT Service Management Ontology

Semantics:: “To serve man”• Authors CHECKMi CEO & Chief Architect (BCML &

Checkmi:Mate)– CarlMattocks@checkmi.com– PJAlagna@checkmi.com

• A poster contribution to the Fourth Semantic Interoperability for Egovernment Conference

Movies have always provided clues

• “Why can’t we all just get along?”– “Different people have different missions”

– BUT the need never goes away

Movies-2

• When worlds collide– My first exposure to bureaucracy

– it is instinctual to protect what you own

Movies-3

• “What we have here is a failure to communicate”– it was a failing of mine, I was not understood

-Napoleon

– In any body of knowledge I can find that which will praise my belief, that which is heretical and that which is of no consequence

- Bayes

Movies-4

• “To serve man”– my first exposure to semantics

Take Away #1

• In order to be interoperable you must first be operable

• Interoperation will not make you operable

Conceptual Layer

Business Layer

Extension Layer

Implementation Layer

Identify Demo / Solution CoI’s Specific Requirements

External Alignment: Stds, Specs & Frameworks

Baseline Architecture for Business Artifacts for Stds

Perform Industry Survey of Leading Practices

Baseline Architecture for Required Technologies for Stds

Net-based Collateral

Training Materials and Education

Change Mgmt Activities

Implementation

Determine Tactics: Use Case / Scope / Transition

.

Project Mgmt: Cost / Schedule / Risks, etc.

Design & Development (Integration/Programming)

Requirements Test Plan, Data, & Testing

Deploy

Lower Semantic Alignment

Identify Authoritative Sources

Identify Business Concepts / Atomics

Business Object Identification

Develop/Add to Terms Service

Patterns

Discover/Define Services

Reporting Requirements

Identify Form/Transaction

Recognize Business Model

Business Process

Define Workflow/Choreography

Define Roles & Security

Define Events/Triggers

Develop Guidelines / Alignments - Maps

Describe Scenarios & Interface Types

Outreach

Identify Like/Exact Terms

Enterprise Architecture Fit / Compliance

Property

Location

Person

Publish

Address

Service

Home

Work

Part of

Is A

Terms Service

• Concept• Definition• Steward• Thesaurus

Stds, Specificationsand Frameworks

Transaction

BaseBase

Identify Community of Interest (CoI) Development

Channel Development

Condition (Rule)

Alignment - Maps

Identify Stakeholders – New Stakeholders?

Business Case Analysis

Feasibility, Risk, Cost Benefit

Determine Scope: In Scope / Out of Scope

List Success Metrics Per Stakeholder

Vision Statement

Pinpoint Challenges / Issues Per Stakeholder

Identify Initiative Champions

Solution Envisioning

Context

Collaboration

Services

Link

Self-Synchronization

MetaLink

Publish

Ontology

Business Objects

Form

Develop Playbook

PhasedDemonstrations

Brochures - Press

Collaboration - Collection

Documentation

Communication

Develop Concept Operations (ConOps) – Happy Path

Baseline Capability Inventory

Define Concept

Add/Converge/Link Ontologies

Codify/List Concepts

Define Slice & Dice (Filter) Tactics

Dashboard Loaders

Identify Facets (Classification)

Define Value-chain Visibility Strategy

Business Intelligence

Dashboard Setup & Security

Include Facet in Navigation Framework

netC

entr

ic C

once

ptua

l Mod

el

Upper Semantic Alignment

Identify Event Condition (Rule)

Attribute; Mandatory vs. Optional

Appendix B: Terms Alignment

Codelist Sub/Superset

Physical – Content AssemblyTraining

Memorandum of Understanding (CPP/A) Appendix A: Interface Specification

Interface (Publish/Subscribe, etc)

Develop/Join Social Working Environment (wiki, etc.)

Assumptions Assertion Evaluation

Determine (Meta) Link Opportunities

Exceptions & Notifications

Feedback – Lessons Learned

Draft Initiative Brochure Per Community

ConOps – Sad Path

Story

Derive Community Requirements

How do you know the initiative is done?

Business CentricMethodologyChecklist

Take away #2• You don’t need to be common - ever

– Comfortable levels of convergence

• Cooperation without compromise

Service Management Business Applications

Assurance

Access

Gateway

Workflow

Exchange

Bac

k-E

nd

En

terp

rise

In

form

atio

n

Ser

vice

s L

ayer

-

EIS

LF

ron

t-E

nd

DCR

Collaboration

AppsWeb

BrowserEmailClient

Telephone Wireless

FinancialBudget

Management

Configuration Management

Release Management

Capacity Management

Incident / Problem

Management

User Interface - Presentation

DCW

Registry

DCDSO

A

Warehouse

Business CentricManagement Language

Agent

Agent

• business centric framing language allows standards to interplay

• enables a business processing system to actualize a collection of schemas

•web service subscription•ascribe to known behaviors•data centric execution•actuation schema•declare interplay of agents

BCML

How?

•born from industry•published definitions•defined usage

Standards?

BCML is XML rendered into RDF

X M L

e tc

e le m e n ts

e le m e n tsw ith a ttrib u te s , va lu e s , p ro p ertie s A N D R U L E S

X M L H e a d er

XML is

• A set of points defined by an XSD

• with rules between them

• that a browser follows

• RDF can relate sets of points– 2 phase compiler… more or less

Agents• autonomous software systems• do some work (fixed task)• communicate with other agents • continuously awaits new work • die on command............................................

•Data Structures•Named Data sets•explicitly named data•implicitly named data•SKOS, active naming•indirectly named data •(Smart data)

•Execution Paragraphs•Code calls•Service calls •Paragraph calls•Data-set Management•Agent Communication

Take Away #3

• You don’t have to agree completely – SKOS

• render to ID

• dissection of definition– this we agree

– my caveats

• compound definition– related definitions

IT Service Management Ontology

• OWL classes that define ITSM domain

• Concepts of ISO 20000 (BS 15000 / ITIL Framework)

business processes – Service Delivery

• Availability / Capacity / Continuity/ Financial / Service Level Management

– Service Support• Change / Configuration / Incident / Problem / Release

Management

Class: WebService

•owl:Thing

•ITServiceManagement

•ITInfrastructure

•Configuration

•ConfigurationIdentification

•FunctionalBaseline

•Composition

•SubSystem

•Modules

•SoftwareObject

•WebService

Alignment via Affinity Matrixes

• Element level accuracy for activities, flows, KPIs (Key Performance Indicators)– data dictionary items – class / element / datatype in Templates

• forms, messages, metrics

– state transition values

– data models subject areas • CMDB, CPDB

Thank You

CheckMi