Multisourced and federated business operations and IT services are the backbone of today’s enterprise. However, in most companies, there exists a natural gap and disconnection between the decision and evaluation at the business level and the execution and metrics at the IT level. This disconnection can lead to end-user dissatisfaction, diminished profit, and missed business objectives. In this chapter, we study the problem of this disconnection and provide the following frameworks and techniques toward bridging the gap: (a) We provide a model-transformation framework that effectively transforms business-level decisions documented as businessprocess models into IT-level executable representations based on service-oriented infrastructure, (b) a framework is described that is able to monitor and synthesize IT-level performance and metrics to meet service-level agreements between business management and end users, and (c) techniques and experiments are discussed that enable dynamic adaptation of IT infrastructure according to business decision changes.
From ‘reckless’ to ‘mindful’ in the use of outcome data to inform service-level performance management: perspectives from child mental health
