Knowledge Management in an IT-Help Desk environment
The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need ava...
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Högskolan i Skövde, Institutionen för kommunikation och information
2010
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ndltd-UPSALLA1-oai-DiVA.org-his-40032018-01-13T05:16:22ZKnowledge Management in an IT-Help Desk environmentengOmarsson, Gunnar IngiHögskolan i Skövde, Institutionen för kommunikation och information2010knowledge managementknowledge management systemshelp deskComputer SciencesDatavetenskap (datalogi)The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities. Student thesisinfo:eu-repo/semantics/bachelorThesistexthttp://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-4003application/pdfinfo:eu-repo/semantics/openAccess |
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English |
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Others
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knowledge management knowledge management systems help desk Computer Sciences Datavetenskap (datalogi) |
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knowledge management knowledge management systems help desk Computer Sciences Datavetenskap (datalogi) Omarsson, Gunnar Ingi Knowledge Management in an IT-Help Desk environment |
description |
The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities. |
author |
Omarsson, Gunnar Ingi |
author_facet |
Omarsson, Gunnar Ingi |
author_sort |
Omarsson, Gunnar Ingi |
title |
Knowledge Management in an IT-Help Desk environment |
title_short |
Knowledge Management in an IT-Help Desk environment |
title_full |
Knowledge Management in an IT-Help Desk environment |
title_fullStr |
Knowledge Management in an IT-Help Desk environment |
title_full_unstemmed |
Knowledge Management in an IT-Help Desk environment |
title_sort |
knowledge management in an it-help desk environment |
publisher |
Högskolan i Skövde, Institutionen för kommunikation och information |
publishDate |
2010 |
url |
http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-4003 |
work_keys_str_mv |
AT omarssongunnaringi knowledgemanagementinanithelpdeskenvironment |
_version_ |
1718608736959856640 |