Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

—

OECD FORD obor

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2020

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

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

—

Počet stran výsledku

8

Strana od-do

196-203

Název nakladatele

SCITEPRESS - Science and Technology Publications

Místo vydání

Portugalsko

Místo konání akce

Budapest, Hungary

Datum konání akce

1. 1. 2020

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000799461100018