SLA White Papers
Knowledge Management and ITIL: Creating the Adaptive Organization
Overview The Information Technology Infrastructure Library (ITIL) provides organizations with a framework for consistent IT Service Management (ITSM) over time. Knowledge Management principles complement and augment the ITIL framework, especially in the core processes of incident, problem and change management. ITIL provides guidance on the high-level process steps for recording an event, resolving the issue and reporting conditions. Knowledge is needed to resolve the issue.
| Publisher | ServiceWare Technologies | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | July 2004 | Downloads | 158 |
| Format | White Papers | ||
| Topics | |||
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