Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F20%3A00007868" target="_blank" >RIV/46747885:24310/20:00007868 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.5220/0010142201960203" target="_blank" >http://dx.doi.org/10.5220/0010142201960203</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5220/0010142201960203" target="_blank" >10.5220/0010142201960203</a>
Alternative languages
Result language
angličtina
Original language name
Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques
Original language description
Knowledge management and Service Desk are both important topics for successful companies. Good knowledge management practices in Service Desk can improve the quality of delivered service and therefore improve the competitiveness of the company. Based on the literature research followed by analysis we describe and propose methods, tools, and techniques that are or could be used in the Service Desk environment. The methods, tools, and techniques are described according to the phase of knowledge management and the Service Desk activities. This research paper presents a part of work-in-progress research and represents a good base for follow-up research on this topic.
Czech name
—
Czech description
—
Classification
Type
D - Article in proceedings
CEP classification
—
OECD FORD branch
10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)
Result continuities
Project
—
Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2020
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
Proceedings of the 12th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2020) - Volume 3: KMIS
ISBN
978-989-758-474-9
ISSN
2184-3228
e-ISSN
—
Number of pages
8
Pages from-to
196-203
Publisher name
SCITEPRESS - Science and Technology Publications
Place of publication
Portugalsko
Event location
Budapest, Hungary
Event date
Jan 1, 2020
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000799461100018