Measuring Business Feedback Cycles as Enhancement of the Support Knowledge Engineering Process

  • Alexander Holland
  • Madjid Fathi
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4333)


Supporting business processes through knowledge management technologies is one of the key factors in the today’s industry. The former technologically related organizations now have to orient themselves to the business strategy of the company, which they must support with their offered IT services. IT processes has to become more transparent and better manageable. It is fundamental to visualize service prosperities to satisfy customer needs. Different business processes and the potentials of supporting them need knowledge management measures. We illustrate the applicability and possibilities of IT service management and appropriate support services in business processes especial in the field of incident management requiring a novel feedback cycle and associated measures to assist such service support processes. A prototypical realization was implemented as manageable knowledge desk.


Business Process Knowledge Management Domain Architect Feedback Process Support Center 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Alexander Holland
    • 1
  • Madjid Fathi
    • 1
  1. 1.Department of, Electrical Engineering and Computer ScienceInstitute of Knowledge Based Systems and Knowledge ManagementSiegenGermany

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