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BPEL PM and OSB Operational Management with Oracle Enterprise Manager 10g Grid Control by Narayan Bharadwaj

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Chapter 6. BPEL Services Dashboard

Most IT departments have a service desk or help desk that acts as the single point of contact for customers. The service desk team is responsible for being the first line of communication to log customer-reported incidents. The service desk analyst is responsible for logging customer incidents, verifying service health and availability, and notifying respective IT departments about new issues.

BPEL processes frequently are responsible for key business functions such as billing, expense reports, and order fulfillment. For company-wide services, the service desk needs to keep track of these critical processes. When users call the service desk to complain about these processes, the analyst needs to look at a common ...

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