Research on IT Service Management Knowledge Support Structure

摘要：

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.

关键词： information technology infrastructure library information technology service management software process improvement cognitive complexity knowledge support structure

作者: Jiangping Wan Yunfeng Wang Chuwei Zheng

作者单位: Faculty of Business Administration Institute of Emerging Industrialization Development South China U Faculty of Business Administration South China Univ. of Tech. Guangzhou, China

会议类型: 国际会议

会议名称: 第三届IEEE无线通讯、网络技术暨移动计算国际会议

会议地点: 上海

会议语种:英文

在线出版日期: 2007-09-21（万方平台首次上网日期，不代表论文的发表时间）