VGU RESEARCH REPOSITORY
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Title: | Application of knowledge centered service management for service desk solutions | Authors: | Bui Thanh Nam | Keywords: | ITIL;Kcs integration;Knowledge centered service;IT Service management | Issue Date: | 2019 | Publisher: | Vietnamese-German University | Abstract: | The KCS methodology can be integrated with ITIL service management processes for operational efficiency and effectiveness. From the introduction of Knowledge Management to ITIL v3 in 2007, there are more and more ITSM companies applying knowledge management into their products to improve the efficiency, quality and predictability of their services. In a research in 2016, HDI reported that 74% of service desks use knowledge management. This thesis provides a detailed guidance for the integration of KCS into three ITIL processes: Request fulfillment, incident management, and problem management. In addition to that primary goal, it also includes such information that is helpful for managers to consider before adopting KCS within their organizations. These information includes the correlation between KCS and other ITIL service management processes and the recognized benefits that it brings to support organizations. When properly implemented, KCS, as a knowledge management methodology, can be advantageous to the operational efficiency and effectiveness of the service desk. Furthermore, the knowledge-centric approach of KCS offers enhanced reporting capabilities, which are useful for continuous improvement. |
URI(1): | http://epub.vgu.edu.vn/handle/dlibvgu/737 |
Appears in Collections: | Business Information Systems (BIS) |
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Application of knowledge centered service management for service desk solutions.pdf | 3.31 MB | Adobe PDF |
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