Service Desk Onboarding Training Environment

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Service Desk Onboarding Training Environment

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Service Desk Onboarding Training Environment

Popis výsledku anglicky

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.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

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

Acta Informatica Pragensia

ISSN

1805-4951

e-ISSN

—

Svazek periodika

11

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

CZ - Česká republika

Počet stran výsledku

20

Strana od-do

265-284

Kód UT WoS článku

—

EID výsledku v databázi Scopus

2-s2.0-85136616492