Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
"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 organizati...
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| Main Authors: | , , |
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| Format: | Book Section |
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Institute of Electrical and Electronics Engineers
2008
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/12585/ http://dx.doi.org/10.1109/AMS.2008.144 |
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| Institution: | Universiti Teknologi Malaysia |
| Summary: | "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? |
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