Towards effective knowledge application capability in ITSM through socialisation, externalisation, internalisation and combination
Paper
Paper/Presentation Title | Towards effective knowledge application capability in ITSM through socialisation, externalisation, internalisation and combination |
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Presentation Type | Paper |
Authors | Fathi, Abdulazeez (Author), Hafeez-Baig, Abdul (Author) and Gururajan, Raj (Author) |
Editors | Kerr, Don, Blake, Jacqueline, Wang, Mingzhong and Tham, Aaron |
Journal or Proceedings Title | 24th Annual Conference of the Asia Pacific Decision Sciences Institute: Full papers |
Number of Pages | 13 |
Year | 2019 |
Place of Publication | Brisbane, QLD, Australia |
ISBN | 9781862728066 |
Web Address (URL) of Paper | https://www.apdsi2019.com/ |
Conference/Event | 24th Annual Conference of the Asia Pacific DecisionSciences Institute: Technology Supporting People and Decision Making |
Event Details | 24th Annual Conference of the Asia Pacific DecisionSciences Institute: Technology Supporting People and Decision Making Parent Conference of Asia-Pacific Decision Sciences institute Event Date 15 to end of 18 Jul 2019 Event Location Brisbane, Australia |
Abstract | Prior research has focused on issues that are relevant to knowledge creation and sharing in Information Technology Service Management ITSM. Instead, the purpose of this paper is to examine how knowledge application capability effectiveness (KACE) in ITSM can be affected through several knowledge management processes. In ITSM, IT service desk function is on the most important functions that keeps and maintains IT services running. This function deals with various IT problems and incidents on a daily basis through utilisation of all available knowledge resources (i.e. organisational knowledge and personal knowledge). A framework was developed to identify factors affect KACE in IT service desk function. The framework is based on Nonaka (1994) model of organisational knowledge creation. The framework focuses upon socialisation, externalisation, internalisation and combination as contributors to the formation of KACE. The empirical research was conducted at group of eight (Go8) Universities in Australia, based on set of semi-structured interviews. Four major factors are shown to be related to the extent to which IT SD managers feel that KACE can be influenced. The results are founded upon a qualitative data in which manual and computer-aided |
Keywords | knowledge implementation, knowledge conversion modes, IT services, service deskfunction, incident management. |
ANZSRC Field of Research 2020 | 460908. Information systems organisation and management |
Public Notes | No evidence of copyright restrictions preventing deposit of published paper. |
Byline Affiliations | School of Management and Enterprise |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q55z0/towards-effective-knowledge-application-capability-in-itsm-through-socialisation-externalisation-internalisation-and-combination
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