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IT Support Conversation Manager: A Conversation-Centered Approach and Tool for Managing Best Practice IT Processes

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Executive Summary

Best practice processes provide descriptive, high level guidelines rather than prescriptive, precise process model definitions. They are meant to be followed by people and may be adapted and enacted differently in various realizations. Currently, ITIL processes are either supported by tools that hard code an interpretation of the process logic, or followed by people using productivity tools. This is inefficient because existing tools hardcode a rigid logic of the processes, and do not support collaborative and flexible realizations of processes. In this paper, the author presents a conversation-centered approach and a tool that enables dynamic and flexible definition and enactment of best practice processes in a collaborative and interactive manner.

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