Service Desk Onboarding Training Environment

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F22%3A00009879" target="_blank" >RIV/46747885:24310/22:00009879 - isvavai.cz</a>
Result on the web
<a href="https://aip.vse.cz/artkey/aip-202202-0009_service-desk-onboarding-training-environment.php" target="_blank" >https://aip.vse.cz/artkey/aip-202202-0009_service-desk-onboarding-training-environment.php</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.18267/j.aip.188" target="_blank" >10.18267/j.aip.188</a>

Result language
angličtina
Original language name
Service Desk Onboarding Training Environment
Original language description
Low qualification of employees newly hired to service desks contributes to the high turnover of service desk agents and consequently to low quality of services delivered. This paper proposes a conceptual artefact comprising two modules for tacit knowledge elicitation and knowledge transfer during the onboarding training process. The design of the artefact follows the design science methodology. Ex-ante evaluation methods are chosen to evaluate the importance of a problem domain and evaluate the artefact feasibility. Expert interviews and focus group discussions with experts from the field were performed to support the evaluation activities. The proposed framework uses eye-tracking technology to complement captured knowledge with tacit knowledge. Next, the proposed model incorporates a simulated environment for enhanced training experience and effective knowledge transfer from expert employees to novice ones. This paper and the proposed artefact aim to improve the training process of service desk employees and to contribute to wider use of tacit knowledge capture and elicitation techniques in IT service management.
Czech name
—
Czech description
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Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS 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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