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Enhancement of Selected Knowledge Management Methods in ITSM

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  • Michal Dostál

    (Department of Informatics, Faculty of Economics, Technical University of Liberec, Liberec, Czech Republic)

Abstract

ITSM, namely one of its most essential parts, the Service Desk, is a vital communication platform between users and the service provider. Good IT service management ensures the smooth run of the company operations and provides stable support for its employees in all technical matters. Companies also must not forget the knowledge management part of the ITSM process. Knowledge must be available at the right time to the right people to ensure quality service. There are several tools, methods and techniques used in knowledge management. In this paper, we describe and propose an enhancement of selected tools and processes, namely call ticketing system and on-the-job training, as those are essential parts of the ITSM practice.

Suggested Citation

  • Michal Dostál, 2025. "Enhancement of Selected Knowledge Management Methods in ITSM," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 24(03), pages 1-11, June.
    • Handle: RePEc:wsi:jikmxx:v:24:y:2025:i:03:n:s0219649222500733
    DOI: 10.1142/S0219649222500733
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