2008 Second Asia International Conference on Modelling & Simulation
Implementing ITIL-Based CMDB in the Organizations to Minimize or Remove Service Quality Gaps
May 13-May 15
ISBN: 978-0-7695-3136-6
DOI Bookmark:
http://doi.ieeecomputersociety.org/10.1109/AMS.2008.144
“Gap” is a fundamental problem in every organization and there are some models and methods to “identify” and remove or minimize those gaps in the organizations. This paper tries to use an ITIL based solution to remove or abate those “key discrepancies” in the organizations based on using Model of Service Quality Gaps(S.Q.G) as a most known model to identify gaps in the organizations in perspective of service quality. In this study the following questions were answered: Which gap or gaps are in the organizations based on S.Q.G. model? ; Which method is better to make such ITIL- based repository? ; And How CMDB can be used within S.Q.G. model in order to remove or abate known gaps?
Index Terms:
ITIL, CMDB, Gap, Service Quality
Citation:
Mohammad Sharifi, Masarat Ayat, Shamsul Sahibudin, "Implementing ITIL-Based CMDB in the Organizations to Minimize or Remove Service Quality Gaps," ams, pp.734-737, 2008 Second Asia International Conference on Modelling & Simulation, 2008
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