Knowledge-based extension of ITIL process models in ERP service support
نویسندگان
چکیده
The following contribution shows a knowledge-based extension of ITIL process models in service support. Therefore existing process models will be extended with Knowledge Modeling and Description (KMDL®) objects and a knowledge level can be introduced. This enables the identification of information and knowledge flows. On the one hand this can be used to analyze knowledge-intensive service support processes. On the other hand the use of KMDL® enriched process models allows the design of process modules for target processes.
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