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

fYear

2007

fDate

21-25 Sept. 2007

Firstpage

6613

Lastpage

6616

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Wireless Communications, Networking and Mobile Computing, 2007. WiCom 2007. International Conference on

Conference_Location

Shanghai

Print_ISBN

978-1-4244-1311-9

Type

conf

DOI

10.1109/WICOM.2007.1623

Filename

4341398