Business Driven Task Scheduling Algorithm Of IT Service Management

With the development of information technology, the enterprises are becoming increasingly depend on IT service. In this trend, the British Government developed ITIL standards in the late 1980s. ITIL provide an objective, rigorous, quantifiable standards and norms for ITSM(IT Service Management) for enterprises. The IT departments of enterprises can define different service level of requirements according to their abilities and demand. They also refer to the ITIL standards to plan and develop their IT infrastructure and service management for ensuring the ITSM could provide more support for business operations of enterprises.Although the ITIL framework is adopted by many enterprises as the best implementation of IT service management, ITIL overvalues the traditional indicators of IT technology when consider about KPI, and ignores the business indicators, such as cost and benefit. So the BDIM (Business Driven IT Management) was born. BDIM valuates the activities of ITSM from business perspective rather than use the intricate IT technology indicators to measure them so that other person could have a more intuitive understanding about the impact of IT service, Especially those people who make decisions in the enterprises.ITSM is divided into multiple processes in ITIL framework, the incident management and change management are the most important processes among those processes. Because if the tasks in these two processes are not handled in a suitable way, they will directly affect the interests of enterprises. In this paper, we use BDIM to propose better task scheduling algorithm aim at the problem in existing scheduling algorithm. A parameter factor is introduced in the algorithm to compare the cost and risk loss so that we can find the best scheduling method by evaluating the different task scheduling method in the same standards. In this paper, the cost and risk loss existing between different support groups when they deal with incidents are considered in the incident assign problem in incident process, and find the best incident assign method by evaluating the business impact of incidents in the assignment from business perspective. And not only the cost, direct financial loss and risk loss are considered while change are executed by the different executor, but also the change are divided into some activities so that we can find out the activities associate with the services and build topography from activity perspective. This paper also discuss the influence on the resource to change execute.In this paper, we principal discuss the task scheduling problem in incident management and change management process. The foundation of the algorithm is the difference between different task executor when they deal with tasks, and this is close to reality. The thinking also could be applied in other processes in ITIL and other domains. So, there is a positive significance in the research work in the future.