Universiti Teknologi Malaysia Institutional Repository

Investigating role of service knowledge management system in integration of ITIL V3 and EA

Alias, Rose Alinda and Sahibuddin, Shamsul and A., Nabiollahi (2010) Investigating role of service knowledge management system in integration of ITIL V3 and EA. In: Proceedings Of Knowledge Management 5th International Conference 2010, 2010, Kuala Terengganu, Terengganu.

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Abstract

Service Knowledge Management System (SKMS) is introduced by ITIL V3 as a set of tools and databases that are used to manage knowledge and information of IT services. The SKMS stores, retrieves, updates, and presents all information that is expected for management of whole lifecycle of IT Services. Regard to primary goal of the research, to provide a comprehensive integrated framework to identify and address IT Service Architecture requirements and issues in ITIL V3 using Enterprise Architecture, investigating ITIL Knowledge Management process and proposed model for SKMS have shown that architectures of IT services can be stored and retrieved by SKMS. In other word, SKMS as a set of tools and databases can be used for management of architecture components of target framework.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:IT Service Management (ITSM), ITIL, Knowledge Management, Service Knowledge Management System (SKMS)
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computer Science and Information System (Formerly known)
ID Code:27998
Deposited By: Mrs Liza Porijo
Deposited On:30 Aug 2012 03:18
Last Modified:14 Jun 2017 07:14

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