E-Business covers a broad spectrum of businesses based on the Internet, including e-commerce, e-healthcare, e-government and e tailing. While substantial attention is being given to the planning and development of e-business applications, the efficiency and effectiveness of e-business systems will largely depend on management solutions. These management solutions demand a good grasp of both the technical and business perspectives of an e-business service. There have been many books on the Internet based on e-commerce, Internet protocols, distributed components etc. However, none of these books address the problem of managing e business as a set of networked services. They do not link enterprise management with network and systems management. This book provides an overview of the emerging techniques for IT service management from a business perspective with case studies from telecommunication and healthcare sectors. It integrates the business perspective with relevant technical standards, such as SNMP, WBEM and DMI. This book presents some concepts and methodologies that enable the development of effective and efficient management systems for networked services. The book is intended to familiarize practicing managers, engineers, and graduate level students with networked service management concepts, architectures and methodologies with reference to evolving standards. It should be useful in a number of disciplines, such as business management, information systems, computers and networking, and telecommunications.

Appendix 2 is based on TeleManagement (TM) Forum's documents on TOM (GB921,GB910 and GB908). While this appendix has explained the basic management concept of an e-telco, TMForum now recommends the use of eTOM as explained in www.tmforum.com. An overview of eTOM is available in the report The TeleManagement Forum's enhanced Telecom Operations Map (eTOM) by Michael Kelly appearing in the Journal of Network and Systems Management in March 2003.

Inhalt

1. E-Business Environment.- 1.1 Evolution of E-Business.- 1.2 E-Business Strategies.- 1.3 Analyzing E-Business.- 1.4 E-Business Infrastructure.- 1.5 Chapter Summary.- 1.6 References.- 2. Management of E-Business.- 2.1 E-Business Management Requirements.- 2.2 E-Business Management Framework.- 2.3 Role of People in E-Business Management.- 2.4 Organizational Perspective of E-Business Management.- 2.5 The Process Perspective.- 2.6 Technology.- 2.7 Chapter Summary.- 2.8 References.- 3. E-Business Management Methodologies.- 3.1 E-Business Services and Analysis.- 3.2 Methodologies for E-Business Management.- 3.3 E-Business Management Models and Processes13.- 3.4 E-Business Management Methodology Notations.- 3.5 Development of an E-Business Management Methodology.- 3.6 Chapter Summary.- 3.7 References.- 4. E-Business: A Service-Oriented View.- 4.1 Business Concepts of a Service.- 4.2 Stage-1- Customer Needs Assessment.- 4.3 House of Quality Matrices.- 4.4 Stage-2: Specifying Performance Standards.- 4.5 Stage-3: Generating and Evaluating Concepts.- 4.6 Stage-4: Developing Design Details.- 4.7 Stage-5: Implementing the Design.- 4.8 Stage-6: Measuring Performance.- 4.9 Stage-7: Assessing Satisfaction.- 4.10 Stage-8: Improving Process Performance.- 4.11 implications on e-business.- 4.12 Chapter Summary.- 4.13 References.- 5. Anatomy of E-Business Management.- 5.1 E-Business Services and their Management.- 5.2 Management of E-Businesses at the Process Level.- 5.3 E-Business Transaction Management.- 5.4 Evolving Standards in E-Business Management.- 5.5 Chapter Summary.- 5.6 References.- 6. Operation and Implementation of E-business Management.- 6.1 E-business Management Architecture.- 6.2 Implementation of E-Business Management.- 6.3 Service Management Operational Framework.- 6.4 Chapter Summary.- 6.5 References.- 7. E-Business Infrastructure Management.- 7.1 Integrated Management Concepts and Framework.- 7.2 Network Management Technologies.- 7.3 Systems Management Technologies.- 7.4 Applications Management Technologies.- 7.5 Chapter Summary.- 7.6 References.- 8. Integration of Technologies for E-Business Management.- 8.1 Horizontal Integration.- 8.2 Vertical Integration.- 8.3 Interoperability of Management Technologies.- 8.4 Discussion of E-business Management in the Telecom Industry.- 8.5 Chapter Summary.- 8.6 References.- 9. Cooperative E-Business Management.- 9.1 Multi-Disciplinary Nature of E-Business Management.- 9.2 Integrated Management as a CSCW Application.- 9.3 Cooperative Management Methodology for E-Business.- 9.4 CoMENS Requirements Engineering Case Study.- 9.5 Chapter Summary.- 9.6 References.- 10. Comens Design and Evaluation.- 10.1 Design.- 10.2 Design Patterns.- 10.3 Evaluation.- 10.4 Illustration of Design and Implementation.- 10.5 Illustration of Evaluation Methodology.- 10.6 Chapter Summary.- 10.7 References.- Appendix 1. BPM: A Case Study.- A1.1 Background.- A1.2 Initial Situation.- A1.3 The Tool Portfolio Used.- A1.4 Implementing the Project.- A1.5 Quantifying the Benefits.- A1.6 Assessment of The Project.- A1.7 Discussion.- Appendix 2. TMF Guidelines for FAB.- A2.1 Introduction.- A2.2 Telecom Operations Map (TOM).- A2.3 Business Drivers.- A2.4 Business Relationship Reference Model.- A2.5 Telecom Operations Process Model.- A2.6 Conclusion.- Appendix 3. CoMENS for E-Business Management.- A3.1 Overall System Study.- A3.2 Roles and Tasks.- A3.3 Process Study.- A3.4 Collaborative Service Evaluation.- A3.5 Conclusion.- Appendix 4. Service Level Management (SLM).- A4.1 SLM System Requirements.- A4.2 Continuity™ from ICS.- A4.3IT-Infrastructure Modeling Catalog.- A4.4 Management Views.- A4.5 Scalability.- A4.6 Alarm Correlation.- A4.7 Distributed Service Link Environment.- A4.8 Advanced Service Management Applications.