A case-driven methodology for applying the MNM service model

Abstract

Companies of all industrial sectors depend increasingly on their IT infrastructure and therefore demand more features, security and reliability regarding the provided IT services. Consequently, a user- and quality-oriented service management is desperately needed to fulfill the posed requirements. The previously developed MNM service model contributed to this research area by specifying a formal framework which helps creating a user- and quality-oriented model of a specific service. Thus, the MNM service model supports service planing, provisioning, operation as well as service management at the customer-provider-interface. As service modeling emerges to be a difficult task, this paper contributes to this area by proposing a modeling methodology for applying the MNM service model. By adapting existing methods of the software engineering community and adding our experience made during service modeling, we succeeded in specifying helpful guidelines for service modelers.