Involvement of Service Knowledge Management System in Integration of ITIL V3 and Enterprise Architecture
2011
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.
Keywords:
- Enterprise architecture
- Operations architecture
- IT portfolio management
- Enterprise architecture framework
- Business
- Information Technology Infrastructure Library
- Financial management for IT services
- Enterprise architecture management
- Knowledge management
- ITIL security management
- Capacity management
- Computer science
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