ABSTRACT

No abstract

After field survey and literature review, we found that software requirement development (SRD) is a knowledge creation process, and knowledge creation theory of Nonaka is appropriate for analyzing knowledge creating of SRD. The characteristics of knowledge in requirement elicitation process are analyzed, and dissymmetric knowledge of SRD is discussed. Experts on requirement are introduced into SRD process as a third knowledge entity. In addition, a knowledge creation model of SRD is put forward and the knowledge flow and the relationship of entities of this model are illustrated. Case study findings are illustrated in the following: 1) The necessary diversity of the project team can facilitate the implementation of the SRD. 2) The introduction of experts on requirement can achieve the transformation of knowledge effectively, thus helping to carry out the SRD. 3) Methodology and related technologies are important for carrying out the SRD

ABSTRACT

Though analyzing the IT service management framework and associated processes of KM company, this paper determines various indicators of IT service management process. The weights of each indicator are calculated with analytical hierarchy process (AHP), and the evaluation was executed in KM company. And the suggestions are proposed with consideration of both the evaluation results and the real situation of KM company's IT service management. The case is deeply considered in the views of IT service management objectives and misunderstandings, customer satisfaction model of IT service management, knowledge supporting structure of IT service management. It is concluded that if the organization wishes to successfully implement IT service management's customer satisfaction model, it should eliminate the misunderstandings of IT service objectives first, while the adoption of knowledge supporting structure of IT service management can play a multiplier effect.