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

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: Sharifi, Mohammad, Ayat, Masarat, Sahibudin, Shamsul
Format: Book Section
Published: Institute of Electrical and Electronics Engineers 2008
Subjects:
QA76 Computer software
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
id my.utm.12585
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spelling my.utm.125852011-06-14T08:24:41Z http://eprints.utm.my/id/eprint/12585/ Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps Sharifi, Mohammad Ayat, Masarat Sahibudin, Shamsul QA76 Computer software "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? Institute of Electrical and Electronics Engineers 2008 Book Section PeerReviewed 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 http://dx.doi.org/10.1109/AMS.2008.144 doi:10.1109/AMS.2008.144
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic QA76 Computer software
spellingShingle QA76 Computer software
Sharifi, Mohammad
Ayat, Masarat
Sahibudin, Shamsul
Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
description "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?
format Book Section
author Sharifi, Mohammad
Ayat, Masarat
Sahibudin, Shamsul
author_facet Sharifi, Mohammad
Ayat, Masarat
Sahibudin, Shamsul
author_sort Sharifi, Mohammad
title Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
title_short Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
title_full Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
title_fullStr Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
title_full_unstemmed Implementing ITIL-based CMDB in the organizations to minimize or remove service quality gaps
title_sort implementing itil-based cmdb in the organizations to minimize or remove service quality gaps
publisher Institute of Electrical and Electronics Engineers
publishDate 2008
url http://eprints.utm.my/id/eprint/12585/
http://dx.doi.org/10.1109/AMS.2008.144
_version_ 1643645990584975360

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