An ITIL Knowledge Management System for Problem & Incident Management in Service Desk Support

Refahi, Abtin (2011) An ITIL Knowledge Management System for Problem & Incident Management in Service Desk Support. Masters thesis, Multimedia University.

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Abstract

The ITIL framework was established in the late of 1980s to target the needs of a management framework under IT Service Management. This project tries to solve the issues of companies and IT organizations that adopted Knowledge Management. Th issues is by adding Knowledge Management structure to the ITIL framework in 2007 the path of utilization Knowledge Management in Service Desk is smoothed,however the number of Service Desk Systems that have adopted Knowledge Management concept in their structure is so little and the adoption is not practical in some cases.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Computing and Informatics (FCI)
Depositing User: Users 1102 not found.
Date Deposited: 20 Nov 2012 03:29
Last Modified: 20 Nov 2012 03:29
URI: http://shdl.mmu.edu.my/id/eprint/3624

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