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Núñez Arenas, Carlos

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carnuare@gmail.com
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Carlos
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Universidad de Sevilla, Spain
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    A first aproach to the configuration of ITSM tools to support digital service chains
    Núñez Arenas, Carlos; Fernández Montes, Pablo; Ruiz Cortés, Antonio; Ojeda Pérez, Juan Sebastián. Actas de las XVIII Jornadas de Ingeniería de Ciencia e Ingeniería de Servicios (JCIS 2023), 2023-09-12.
    As organizations become increasingly interconnected and their offered services more interdependent, it is crucial to establish effective management of these dependencies within the resulting digital service chains, particularly in the context of Service Level Agreements (SLAs). The IT Service Management (ITSM) theory presents a robust methodological framework, which is supported by the availability of numerous open and closed source tools in the market that help to manage these services. However, coordinating the configuration of a digital service chain to integrate different organizations and their tools can still pose a significant challenge, with the aim of achieving maximum possible automation. This paper presents an initial approach designed to facilitate the automated configuration of the various tools involved in a digital service chain, ensuring a smooth integration while explicitly identifying the points of integration and meeting SLA requirements.