IT Service Management (ITSM) encompasses the practices for managing information technology systems. ITSM processes can be laden with segments where the human becomes a bottleneck and slows down the entire process. These inefficiencies are usually caused by insufficient design of the process itself, or defects in the tools being used. Our work provides a systematic framework for analyzing inefficiencies through a combined model to guide the use and estimate the value of improving orchestration of the process using mashup design patterns. © 2011 IFIP.