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

Nabiollahi, Akbar and Alias, Rose Alinda and Sahibuddin, Shamsul (2010) Investigating role of service knowledge management system in integration of ITIL V3 and EA. In: Knowledge Management International Conference 2010 (KMICe2010), 25-27 May 2010, Kuala Terengganu, Malaysia.

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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)
Additional Information: ISBN 978-983-2078-40-1 Organized by: UUM College of Art & Sciences, Universiti Utara Malaysia
Uncontrolled Keywords: IT Service Management (ITSM), ITIL, Knowledge Management, Service Knowledge Management System (SKMS), Enterprise Architecture (EA), Service Design (SD), Service Oriented Architecture (SOA)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: College of Arts and Sciences
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 03 Jun 2014 06:36
Last Modified: 03 Jun 2014 06:36

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