Melissa Buco, Hani Jamjoom, Tom Parsons and Scott Schorno
International Conference on BPM
Hoboken, NJ, September 2010
Abstract. At IBM, we recognize that our processes are our business.
This is especially true in the area of IT Delivery
where we have long been focused on the management
and reuse of process assets. The current economic
climate and advances in technology are rapidly
driving IT Delivery to a truly global model. This
transition greatly expands the scope of the process
assets which need to be managed at a global level to
include even the lowest level processes for service
delivery. Customers, many of whom are also global,
expect consistent quality and reasonable cost,
regardless of from where services are delivered. The
global management and reuse of IT Delivery process
assets at all levels is no longer a desired
objective but rather a business imperative. In this
paper, we describe a system we are developing to
manage, govern, and evolve process assets on a
global scale by leveraging expertise of the entire
IT Delivery community. We describe the history of
the effort, the business drivers, the challenges and
solutions we have devised, as well as future work.
Keywords. Crowd computing, IT service delivery, business process management, governance, service quality
Bibtex.
@inproceedings{jamjoom-BPM-10,
author = {Melissa and Buco and Hani and Jamjoom and Tom and Parsons and Scott and Schorno},
title = {{Managing Process Assets in a Global IT Service Delivery Environment}},
booktitle = {International Conference on BPM},
address = {Hoboken, NJ},
month = {September},
year = {2010}
}