NDLI: Representation of knowledge in information technology Service Capability Maturity Model (IT Service CMM)

Content Provider	IEEE Xplore Digital Library
Author	Daneshgar, F. Ramarathinam, K. Ray, P.K.
Copyright Year	2008
Description	Author affiliation: Australian Sch. of Bus., Univ. of New South Wales, Kensington, NSW (Daneshgar, F.; Ramarathinam, K.; Ray, P.K.)
Abstract	There has been a sharp emphasis in recent literature on the values that appropriate levels of collaboration and knowledge sharing can potentially generate for todaypsilas organisations. On the other hand, organisations are adopting IT Service Capability Maturity Model (IT Service CMM) for managing their service-level processes at an increasing rate. At the time of writing, no explicit method existed within the current version of the IT Service CMM framework for addressing knowledge sharing and collaboration requirements of the actors involved in various service-level processes. In this paper, conceptual modeling language is selected and then applied to the IT Service CMM in order to enable identification of the collaboration requirements of various entities. This in turn is expected to enhance the quality and consistency of service delivery in IT service organisations that utilise the IT Service CMM. In order to evaluate and assess suitability of the selected modeling language in representing the collaboration context surrounding the IT Service CMM environment, the Conceptual Model Quality Framework (CMQF) was utilised. The aim of this evaluation method is to iteratively assess, and then enhance, the syntactic correctness, semantic quality, and pragmatism of the selected conceptual modeling language when applied to the IT Service CMM. The findings from the first iteration suggested that the proposed conceptual modeling language produced highly syntactically correct process models for the corresponding processes specified by the IT Service CMM, however it was moderately successful in completely demonstrating all aspects of the IT Service CMM. These results also suggest that the resulting knowledge representation models were difficult for their target audience to comprehend initially. As a result, a set of reffined process models were developed that improved the initial knowledge representations.
Starting Page	215
Ending Page	226
File Size	295994
Page Count	12
File Format	PDF
ISBN	9781424416776
DOI	10.1109/RCIS.2008.4632110
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2008-06-03
Publisher Place	Morocco
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Coordinate measuring machines Information Technology Service Management awareness Information Technology Services Capability Maturity Model knowledge sharing Collaboration Knowledge representation Capability maturity model Information technology Interviews Business
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
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