Enhancement of Selected Knowledge Management Methods in ITSM

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F22%3A00009869" target="_blank" >RIV/46747885:24310/22:00009869 - isvavai.cz</a>
Result on the web
<a href="https://www.worldscientific.com/doi/10.1142/S0219649222500733" target="_blank" >https://www.worldscientific.com/doi/10.1142/S0219649222500733</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1142/S0219649222500733" target="_blank" >10.1142/S0219649222500733</a>

Result language
angličtina
Original language name
Enhancement of Selected Knowledge Management Methods in ITSM
Original language description
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.
Czech name
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Czech description
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Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
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OECD FORD branch
10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Publication year
2022
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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