Title :
Research on IT Service Management Knowledge Support Structure
Author :
Wan, Jiangping ; Wang, Yunfeng ; Zheng, Chuwei
Author_Institution :
Inst. of Emerging Industrialization Dev., South China Univ. of Tech., Guangzhou
Abstract :
In the first, the beliefs of information technology infrastructure library (ITIL) are understood thoroughly with comparison between service delivery and service support in ITIL. Then issues on information technology service management (ITSM) application are discussed with analyzing both e-Government operation and maintenance, and research on knowledge management in software process improvement (SPI), including knowledge management, mindbugs, propositions of complexity of software process, work program of complexity of SPI, software enterprise model, and software production support structure. Finally, ITSM knowledge support structure is put forward to reduce ITSM cognitive complexity and improve organizational ITSM capability.
Keywords :
knowledge management; software libraries; IT service management knowledge support structure; e-government operation; information technology infrastructure library; service delivery; service support; software enterprise model; software process improvement; software production support structure; Application software; Electronic government; Information analysis; Information management; Information technology; Knowledge management; Production; Software libraries; Software maintenance; Technology management;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2007. WiCom 2007. International Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4244-1311-9
DOI :
10.1109/WICOM.2007.1623
