Enhancement of Selected Knowledge Management Methods in ITSM

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Enhancement of Selected Knowledge Management Methods in ITSM

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Enhancement of Selected Knowledge Management Methods in ITSM

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

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

2022

Kód důvěrnosti údajů

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

Název periodika

Journal of Information & Knowledge Management

ISSN

0219-6492

e-ISSN

—

Svazek periodika

21

Číslo periodika v rámci svazku

4

Stát vydavatele periodika

SG - Singapurská republika

Počet stran výsledku

11

Strana od-do

—

Kód UT WoS článku

000848600500001

EID výsledku v databázi Scopus

2-s2.0-85135865152