| The problem was solved through a form of the DIKW hierarchy. The multiple service providers received data and information generated through instrumentation and Event Management techniques, allowing them to perform monitoring and diagnostics. A BSM model was crafted that linked infrastructure components to business services. The links were based on direct causality. Only those events that passed the 'causality test' were passed on to the manufacturer allowing business leaders to work off knowledge (impact) rather than information (events). |