Development of Knowledge Management Process to Enable Incident Management
Minina, Natalia (2013)
Minina, Natalia
Metropolia Ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013061113790
https://urn.fi/URN:NBN:fi:amk-2013061113790
Tiivistelmä
This Thesis focuses on development of Knowledge Management in the case company in order to affect its Incident Management. A unit within case company (AMU) is responsible for monitoring and solving ITSM tickets related to various applications (Incident Management process of ITIL); it is also responsible for creating and maintaining applications knowledge (Knowledge Management process of ITIL). Surveys conducted within the unit have revealed that there are certain gaps in the current Knowledge Management process and if improved, Incident Management can benefit from it by having shorter ITSM ticket resolution times and even tickets deflection can happen.
This Thesis uses qualitative research methodology and action research as its main research approach. The theoretical part includes the review of available knowledge on Knowledge Management and best practices of IT Service Management, such as ITIL. The data are gathered from four surveys and two pilots conducted in the case company, based on which the initial version of the improvement proposal is produced. Later on the proposal is verified with the company experts and the final version of the proposal is produced according to their feedback.
The outcome of this Research is a proposal for an improved Knowledge Management process for the case company AMU unit. The improved process aims at enabling more efficient Incident Management process by shortening times for ITSM ticket resolution and deflecting tickets when possible.
This Thesis uses qualitative research methodology and action research as its main research approach. The theoretical part includes the review of available knowledge on Knowledge Management and best practices of IT Service Management, such as ITIL. The data are gathered from four surveys and two pilots conducted in the case company, based on which the initial version of the improvement proposal is produced. Later on the proposal is verified with the company experts and the final version of the proposal is produced according to their feedback.
The outcome of this Research is a proposal for an improved Knowledge Management process for the case company AMU unit. The improved process aims at enabling more efficient Incident Management process by shortening times for ITSM ticket resolution and deflecting tickets when possible.