Abstract
It is reported that the 40% of IT failures was caused by operations. The reason is that IT operation knowledge is not sufficiently defined in the composite organizations among service providers and operators. In this paper, an operational knowledge elicitation method is proposed from the viewpoint of actor relationship. The method defines operational knowledge by subjects, pre-conditions, post-conditions, operation objects, events, responses, operational procedures, inputs, outputs, operational rules, stakeholders, and operational roles. The method can collaboratively be used by different organizations. The effectiveness of the method is also evaluated to revise a real IT system operation.
