DOI - Mendel University Press

DOI identifiers

DOI: 10.11118/ecos2026_018

SERVICE MANAGEMENT FOR SMART BUILDING ADMINISTRATION USING VIRTUAL IOT SIMULATION AND PREDICTIVE ANALYTICS

David Kubart1, Zuzana ©pendel1
1 Department of Economics, Faculty of Business and Economics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic

This article addresses the design and implementation of a virtual service management model for smart building management within an enterprise environment. The work innovatively links the ITIL 4 methodology with a containerized IoT infrastructure, edge-cloud architecture, and predictive analytics. The objective of the research is to demonstrate that even a fully software-defined smart building environment can be systematically managed as a complex service with a clearly defined Service Level Agreement (SLA) and processes for effective incident and event management. To validate the proposed approach, a fully portable laboratory environment was developed using Docker containers, MQTT asynchronous communication, an InfluxDB telemetry data store, Grafana visualization, and Python modules for data generation and advanced analytics. Building behavior is dynamically configured via configuration files, allowing a single codebase to simulate various types of facilities with different operational priorities and SLA requirements. The proposed model was thoroughly verified through experimental scenarios, including simulations of network communication outages, MQTT message delays, sensor data errors, and complete physical disasters. The results demonstrate the practical usability and benefits of ITIL 4 principles (ITIL Foundation 2019) for digitalized building management, increasing data reliability, and automating operations.

Keywords: ITIL 4, Smart Building, Internet of Things (IoT), IT Service Management (ITSM, Predictive Analytics, MQTT, Service Level Agreement (SLA)

pages: 186-193, online: 2026



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