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Knowledge Management in an IT-Help Desk environment
University of Skövde, School of Humanities and Informatics.
2010 (English)Independent thesis Basic level (degree of Bachelor), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

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.

Place, publisher, year, edition, pages
2010. , 41 p.
Keyword [en]
knowledge management, knowledge management systems, help desk
National Category
Computer Science
Identifiers
URN: urn:nbn:se:his:diva-4003OAI: oai:DiVA.org:his-4003DiVA: diva2:321910
Presentation
(English)
Uppsok
Technology
Supervisors
Examiners
Available from: 2010-06-24 Created: 2010-06-02 Last updated: 2010-06-24Bibliographically approved

Open Access in DiVA

fulltext(937 kB)505 downloads
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Omarsson, Gunnar Ingi
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf