Enhancement of Selected Knowledge Management Methods in ITSM

Michal Dostál ()
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Michal Dostál: Department of Informatics, Faculty of Economics, Technical University of Liberec, Liberec, Czech Republic

Journal of Information & Knowledge Management (JIKM), 2025, vol. 24, issue 03, 1-11

Abstract: 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.

Keywords: Knowledge management; service desk; call ticketing system; virtual assistant (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1142/S0219649222500733

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