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

• Main Authors: Nabiollahi, Akbar, Alias, Rose Alinda, Sahibuddin, Shamsul
• Format: Conference or Workshop Item
• Language: English
• Published: 2010
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/11188/1/PG389_393.pdf; http://repo.uum.edu.my/11188/; http://www.kmice.uum.edu.my
• Institution: Universiti Utara Malaysia

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.