ABSTRACT
This chapter describes several categories of Operations Architecture tools, and discusses netcentric computing’s impact on operations architecture tools and technologies. When client/server computing first emerged, organizations expected the cost and complexity of operations to be reduced because of reduced administration and because of common operating systems on workstations and servers. The fault management services of an operations architecture assist in the diagnosis and correction of system faults. Faults may include network, server, workstation, or even application-level faults. From an operations perspective the risk is that major applications software vendors will thrust their own license management solutions upon their customers, leaving the operations organization no choice but to support multiple and nonintegrated license management solutions. Unless the operations Help Desk is well integrated with the business process, there is risk that the user may be given information that is incorrect, forwarded to the wrong department, or otherwise mishandled.
