Research on Enterprise ITSM Knowledge Management Model

  title={Research on Enterprise ITSM Knowledge Management Model},
  author={Liang Weng and Baozhang Weng},
  journal={2009 International Conference on Management and Service Science},
In the process of enterprise ITSM operation, the management of IT knowledge is of crucial importance. Based on the knowledge management process and SKMS of the service transition process in ITIL v3, this paper raised a reference model for enterprise ITSM knowledge management, which provides detailed design for function layers as data collection, information integration, knowledge processing and knowledge presentation, and is fully immersed with knowledge lifecycle management. This paper further… CONTINUE READING