389 Investigating Role of Service Knowledge Management System in Integration of ITIL V3 and EA Akbar Nabiollahi, Rose Alinda Alias, Shamsul Sahibuddin Faculty of Computer Science and Information System Universiti Technologi Malaysia(UTM) 81310, UTM Skudai Johor, MALAYSIA nabi_ir@yahoo.com, rose@utm.my, shamsul@utm.my ABSTRACT Service Knowledge Management System (SKMS) is introduced by ITIL V3 as a set of tools and databases that are used to manage knowledge and information of IT services. The SKMS stores, retrieves, updates, and presents all information that is expected for management of whole lifecycle of IT Services. Regard to primary goal of the research, to provide a comprehensive integrated framework to identify and address IT Service Architecture requirements and issues in ITIL V3 using Enterprise Architecture, investigating ITIL Knowledge Management process and proposed model for SKMS have shown that architectures of IT services can be stored and retrieved by SKMS. In other word, SKMS as a set of tools and databases can be used for management of architecture components of target framework. Keywords IT Service Management (ITSM), ITIL, Knowledge Management, Service Knowledge Management System (SKMS), Enterprise Architecture (EA), Service Design (SD), Service Oriented Architecture (SOA) 1.0 INTRODUCTION Services constitute more than 75 percent of industrialized nations’ economies. These services are dependent on ICT that is supported by local and global information technology functions or the combination of both. IT services have helped deliver tools and process change to every part of the organization for decades. Yet, IT services have existed for many years with little internal standardization or process definition. Based on this requirement, IT service management (ITSM) was established based on modern international standards such as ISO/IEC 20000 and ITIL. There is a need for research that investigates the economic and social outcomes of ITSM as it relates to globalization of IT services and workforce (Galup, Dattero et al. 2007). ITIL is an important and influential center of gravity in IT management (T.Betz 2007). Although ITIL V2 has been applied in over 10 years, it was only focused on Service Delivery and Service Support and IT providers realized that there is a lack in strategy and design of service in practice. In 2007, OGC has released ITIL V3 to cover whole lifecycle of service which included five volumes as five stages of service: Service strategy, Service Design, Service Transition, Service operation and Continual Service Improvement (OGC 2007). These publications only provide general guidelines on IT Service Management, thus each volume should be adapted and designed in details to be used in practice. Knowledge Management was added as a new process in ITIL V3. Some aspects of Knowledge Management were covered by various processes in ITIL V2. ITIL V3 defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. Within IT Service Management, Knowledge Management and Service Knowledge Management System (SKMS) are concerned with service knowledge. Underpinning this knowledge will be a considerable quantity of data, which will be held in a central logical repository or Configuration Management System (CMS) and Configuration Management Database (CMDB) (OGC-V3-ST 2007). Service Design(SD) phase , as second phase of IT Service lifecycle in ITIL V3, all aspects of service design including: new or changed service solutions, service management systems and tools, technology architectures and management, systems processes, roles and capabilities, measurement methods and metrics should be considered(OGC-V3-SD 2007). One of these aspects is technology architecture of service which could be considered as the requirements of service architecture. Service architecture attempts to integrate all information related to service. This information must involve applications, information, data and infrastructures for any IT service. These architectures are called Enterprise Architecture (OGC-V3-SD 2007). Enterprise Architecture usually modeled as four architecture layers including business architecture, information architecture, application architecture and infrastructure architecture (Goikoetxea 2007; Winter and Fischer 2007) but not included service layer.