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Involvement of Service Knowledge Management System in Integration of ITIL V3 and Enterprise Architecture

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  • Akbar Nabiollahi
  • Rose Alinda Alias
  • Shamsul Sahibuddin

Abstract

Problem statement: This study attempts to investigate and clarify the relationship of Service Knowledge Management System (SKMS) with our primary study regard to using enterprise architecture through ITIL V3. Approach: SKMS concepts are introduced by ITIL V3 as a set of tools and databases that are used to manage knowledge and information of IT services. Results: The SKMS stores, retrieves, updates and presents all information that is expected for management of whole lifecycle of IT Services. Primary goal of our research is to provide a comprehensive integrated framework to determine and address IT Service Architecture requirements and related issues in ITIL V3 through using Enterprise Architecture. Conclusion/Recommendations: Through the main process of our study we realized that ITIL Knowledge Management process and its model for SKMS might be good candidates for storing and retrieving architectures of IT services. In other word, SKMS can be used as a set of tools and databases for management of architecture components of our target framework. For next step, the concern is how to develop proposed SKMS.

Suggested Citation

  • Akbar Nabiollahi & Rose Alinda Alias & Shamsul Sahibuddin, 2011. "Involvement of Service Knowledge Management System in Integration of ITIL V3 and Enterprise Architecture," American Journal of Economics and Business Administration, Science Publications, vol. 3(1), pages 165-170, January.
    • Handle: RePEc:abk:jajeba:ajebasp.2011.165.170
    DOI: 10.3844/ajebasp.2011.165.170
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    References listed on IDEAS

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    1. Roxanne Helm Stevens & Joshua Millage & Sondra Clark, 2010. "Waves of Knowledge Management: The Flow between Explicit and Tacit Knowledge," American Journal of Economics and Business Administration, Science Publications, vol. 2(1), pages 129-135, March.
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    Cited by:

    1. M. J.M. Razi & N. S.A. Karim, 2011. "Investigating Individuals' Intention to be Involved in Knowledge Management Process," American Journal of Economics and Business Administration, Science Publications, vol. 3(3), pages 444-449, September.
    2. Bokolo Anthony Jnr & Sobah Abbas Petersen, 2023. "Using an extended technology acceptance model to predict enterprise architecture adoption in making cities smarter," Environment Systems and Decisions, Springer, vol. 43(1), pages 36-53, March.
    3. Milena-Jael Silva-Morales & Sabine Carton, 2014. "L'influence des Artefacts sur l'évolution routines dans les centres de services S.I. : une étude de cas," Post-Print hal-01809617, HAL.

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