Papers
- Exchange Standards Requirements [.ppt]
- Support Exchange Standards Update [.exe]
- Exchange Standards Executive Briefing
- Exchange Standards Program Brief [.doc]
- SES Viewer [.exe]
- CTP/Microsoft SIS Implementation Guide [.exe]
- Exchange Standards FAQ
- Standards for Support: What's the Point? [.doc]
- "We Need a Virtual Support Community"
- SES 1.0 Readme
Downloadable files are in .pdf format unless otherwise specified.
Defining business processes to improve support activities
The DMTF helps us to identify the salient objects to be supported and the range of features and methods they provide.
The Consortium defines the business processes where those objects are exchanged in support or solution distribution activities. The SSWG adds the framework necessary to create Solutions and Service Incidents and to allow them to be exchanged between interested parties using SSWG extensions to the standard DMTF data models and transports.
Initiatives
The two Consortium activities with the closest alignment to the SSWG are:
Knowledge-Centered Support strives to create business processes that re-use the result or solutions that are the outcome of support activities creating a feedback loop that continually improves the support process.
Multi-Vendor Support focuses on business processes that improve support when activities require the close cooperation of multiple vendors, potentially escalating service incidents received by one vendor to another vendor with a larger or more specific focus. Multi-Vendor Support concepts also work equally well across geographically (or politically) distributed divisions within the same organization. There is also interest in allowing Multi-Vendor Support to utilize Knowledge-Centered Support across vendors, sharing the fruits of each other's efforts in a standardized manner.
The DMTF Mission
"To lead the development of management standards for distributed desktop, network, enterprise and Internet environments." - This includes asset management, health monitoring and configuration control.
The DMTF provides names for the objects managed as well as architecture and usage models to understand how these objects relate to each other.
Common Information Model
The Consortium and the DMTF have integrated the 1.1 release of the Service Incident Standard (SIS) and the Solution Exchange Standard (SES) into version 2.5 of the Common Information Model (CIM) published on the DMTF website. CIM continues to evolve and updates to version 2.5 are posted on the DMTF website. Information about how CIM operations are accomplished over HTTP and the specification for mapping CIM object to XML are also available on the DMTF website.