CHAPTER 7

The Edifice

Service Management Architecture

SUMMARY

This chapter describes two types of service management applications. The first type is an application that follows the source, collector, interpreter, and display architectural design pattern. A service knowledge management system (SKMS) is used as a detailed example. Most service management applications follow this pattern. The other type described is a policy or business process management application. This also follows the source, collector, interpreter, and display pattern, but it also has more complicated transactions that may require more complex interfaces. Cloud implementations both benefit and challenge implementations of both types.

This chapter describes the architectural ...

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