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Vinsamlegast notið þetta auðkenni þegar þið vitnið til verksins eða tengið í það: http://hdl.handle.net/1946/5779

Titill: 
  • Knowledge Management in an IT-Help Desk environment
Leiðbeinandi: 
Útdráttur: 
  • The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities.

Samþykkt: 
  • 24.6.2010
URI: 
  • http://hdl.handle.net/1946/5779


Skrár
Skráarnafn Stærð AðgangurLýsingSkráartegund 
Gunnar Ingi Omarsson -final year project.pdf1.15 MBOpinnÖll skýrslan.PDFSkoða/Opna