Collaborative Modelling of ITIL Service Management Processes

The chapter describes the results developed by the special interest group Operational Service Management (OSM), a part of the German Chapter of the IT Service Management Foundation (itSMF Deutschland e.V.). The chapter describes the results, that have been created in the special interest group. Starting with the description of the problem based approach, the creation of the metamodel, an evaluation of the fundamentals and a summary of the lessons learned, an introduction in the activities of this special interest group is given.