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Review Article Open Access December 26, 2021

Rule-Based Automation for IT Service Management Workflows

Siva Hemanth Kolla 1,*
1
Independent Researcher, USA
Publihed in: Current Research in Public Health (Volume 1, Issue 1, 2020)
Page(s): 1-14
DOI: 10.31586/ojes.2020.1360
Received
October 09, 2021
Revised
November 30, 2021
Accepted
December 20, 2021
Published
December 26, 2021
Keywords
IT Service Management Automation (ITSM); Rule-Based Workflow Automation; Declarative Rule Modelling Languages; Domain-Specific Rule Engines; Event-Driven Rule Processing; Decision Factories; Quality Assurance Automation; Risk and Safety Evaluation; Incident Management Automation; Change Management Workflows; Service Desk Operations; ITSM Supply Chain; End-to-End Incident Response; Ticket Processing Automation; Rule-Enriched Architectures; Domain-Specific Modelling Languages (DSMLs); Event Stream Processing; Resilience and Capacity Assurance; Point-in-Time Testing and Validation; Automated Operations in ITSM
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright: Copyright © The Author(s), 2020. Published by Scientific Publications
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Cite This Article

APA Style
Kolla, S. H. (2020). Rule-Based Automation for IT Service Management Workflows. Current Research in Public Health, 1(1), 1-14. https://doi.org/10.31586/ojes.2020.1360
ACS Style
Kolla, S. H. Rule-Based Automation for IT Service Management Workflows. Current Research in Public Health 2020 1(1), 1-14. https://doi.org/10.31586/ojes.2020.1360
Chicago/Turabian Style
Kolla, Siva Hemanth. 2020. "Rule-Based Automation for IT Service Management Workflows". Current Research in Public Health 1, no. 1: 1-14. https://doi.org/10.31586/ojes.2020.1360
AMA Style
Kolla SH. Rule-Based Automation for IT Service Management Workflows. Current Research in Public Health. 2020; 1(1):1-14. https://doi.org/10.31586/ojes.2020.1360 
@Article{crph1360,
AUTHOR = {Kolla, Siva Hemanth},
TITLE = {Rule-Based Automation for IT Service Management Workflows},
JOURNAL = {Current Research in Public Health},
VOLUME = {1},
YEAR = {2020},
NUMBER = {1},
PAGES = {1-14},
URL = {https://www.scipublications.com/journal/index.php/OJES/article/view/1360},
ISSN = {2831-5162},
DOI = {10.31586/ojes.2020.1360},
ABSTRACT = {The automation of IT Service Management (ITSM) workflows using explicit rules and data has been established for years. Domain-specific rule engines interpret rules written in declarative rule modelling languages and generate forwarding arrows to process event streams and support decision making. Such automation is augmented by rule-driven Quality Assurance for correctness, safety, and risk management. The service desk is the onshore base of an ITSM supply chain. An end-to-end incident response service resolves incidents using only onshore resources and employs back office teams to help with unresolvable incidents. The forward factories of rule-based automation for ticket processing service are identified. Several rule-based workflows in incident and change management have been published. Further glimpses of the future across all ITSM workflows are provided based on training in an online ITSM service with automated operations. Rule engines are specialised components that direct the processing of data flows according to pre-defined rules. Decision factories complement the more common event-driven rule engines. While event processing occurs below the polling frequency of the source, rules in decision factories are triggered based on the arrival of data. These factories are applied in ITSM for risk and safety evaluation and quality assurance. Rule-enriched architectures incorporate domain-specific modelling languages to ensure correctness with respect to qualitative quality attributes. Dedicated factories provide resilience, detect slack or over-utilisation, and offer point-in-time assurance and testing.},
}
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AB  - The automation of IT Service Management (ITSM) workflows using explicit rules and data has been established for years. Domain-specific rule engines interpret rules written in declarative rule modelling languages and generate forwarding arrows to process event streams and support decision making. Such automation is augmented by rule-driven Quality Assurance for correctness, safety, and risk management. The service desk is the onshore base of an ITSM supply chain. An end-to-end incident response service resolves incidents using only onshore resources and employs back office teams to help with unresolvable incidents. The forward factories of rule-based automation for ticket processing service are identified. Several rule-based workflows in incident and change management have been published. Further glimpses of the future across all ITSM workflows are provided based on training in an online ITSM service with automated operations. Rule engines are specialised components that direct the processing of data flows according to pre-defined rules. Decision factories complement the more common event-driven rule engines. While event processing occurs below the polling frequency of the source, rules in decision factories are triggered based on the arrival of data. These factories are applied in ITSM for risk and safety evaluation and quality assurance. Rule-enriched architectures incorporate domain-specific modelling languages to ensure correctness with respect to qualitative quality attributes. Dedicated factories provide resilience, detect slack or over-utilisation, and offer point-in-time assurance and testing.
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