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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.

Further White Paper Details
Publisher	ServiceWare Technologies	File Format	PDF, requires Acrobat Rdr 5
Date Published	July 2004	Downloads	158
Format	White Papers
Topics	SLA, Knowledge Management, ITIL

Did you find this white paper useful? 7 out of 10 users found this white paper useful

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Channel:
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Channel:
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Channel:
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Channel:
SOA/Web Services
Tags:
ovum,
soa

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Publisher:
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Publisher:
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Publisher:
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Publisher:
IBM

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