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Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps

Sharifi, Mohammad and Ayat, Masarat and Sahibudin, Shamsul (2008) Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps. In: Proceedings - 2nd Asia International Conference on Modelling and Simulation, AMS 2008. Institute of Electrical and Electronics Engineers, New York, 734 -737. ISBN 978-076953136-6

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Official URL: http://dx.doi.org/10.1109/AMS.2008.144

Abstract

"Gap" is a fundamental problem in every organization and there are some models and methods to "identify" and remove or minimize those gaps in the organizations. This paper tries to use an ITIL based solution to remove or abate those "key discrepancies" in the organizations based on using Model of Service Quality Gaps(S.Q.G) as a most known model to identify gaps in the organizations in perspective of service quality. In this study the following questions were answered: Which gap or gaps are in the organizations based on S.Q.G. model?; Which method is better to make such ITIL- based repository?; And How CMDB can be used within S.Q.G. model in order to remove or abate known gaps?

Item Type:Book Section
Additional Information:ISBN: 978-076953136-6; 2nd Asia International Conference on Modelling and Simulation, AMS 2008; Kuala Lumpur; 13 May 2008 through 15 May 2008
Uncontrolled Keywords:alpha particle spectrometers, asset management, gallium alloys, particle spectrometers, societies and institutions fundamental problems, international conferences, modelling and simulation, service quality, quality of service
Subjects:Q Science > QA Mathematics > QA76 Computer software
Divisions:Computer Science and Information System (Formerly known)
ID Code:12585
Deposited By: Liza Porijo
Deposited On:14 Jun 2011 08:24
Last Modified:14 Jun 2011 08:24

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