A knowledge management architecture for information technology services delivery

Abstract

Knowledge Management is a scientific area related to the organizational value of knowledge and is understood as a multidisciplinary field of research. Notions and practices are emerging and incorporated in organizations in different areas, as is the case of IT Service Management. Today's business environment is increasingly unstable, characterized by uncertainties and changes, where technology changes rapidly, competitors multiply, and products and services quickly become obsolete. In this context, management is increasingly focused not only on people management, but on the knowledge they have and how to capture it. An Information System aligned with Knowledge Management and Intellectual Capital aims to represent and manage explicitly the different dimensions associated with an organizational competence. If organizations integrate Knowledge Competencies, Knowledge Engineering, Information Systems and Organizational Memories, these will improve the organization's knowledge and subsequently improve the quality of the service provided to users and customers. This research will use Design Science Research methodology to create an artifact to be applied in a case study from an organization aligned with ITIL best practices. This organization is supported by an Intranet and an ERP for laptop repair process. The outcome of this dissertation aims to demonstrate if Knowledge Management improves the IT services delivery.

Prototype for the Management of Engineering Companies and the ICT to Improve the Quality of Services

“…To propose the results of this research we adopt Blockchain technology [2] to give a higher level of security consistency to the information that is generated and to avoid malicious actions in the handling of information. We also adopt architecture and reference information [3]. We even take quality management models [14] and along with modeling the quality of services [19].…”

“…The authors analyzed IT business as unstable due to increased competition in technological development and as a result products became obsolete. Research provides a structure that produces good results so that service delivery can be improved [3].…”

“…Competitors multiply products or services that quickly become obsolete and management is increasingly focused on knowledge of user management. Information systems aligned with existing corporate knowledge management and intellectual capital aims to explicitly represent and manage the different dimensions of organizational knowledge and competencies [3].…”

“…A Hyperledger Technology Approach to Mitigate the Risks of the Database in Foreign Trade Management [2]. A Knowledge Management Architecture for Information Technology Services Delivery [3]. A model to improve quality of service (QoS) in cloud based Virtual lab framework [4].…”

Ensuring Efficient IT Service Management to Increase Information Systems Availability

“…The implementation of ITSM with a holistic governance and management is identified in this study (Herreza, 2017). Several other case studies (Alves and Ribeiro, 2012;Meziani and Saleh, 2010;Yao and Wang, 2010); Lucio-Nieto et al, 2012;Almeida et al, 2018;Orta and Ruiz, 2019) have done assessments in ITIL and ITSM implementations and have identified lessons learned that could improve the implementation of the service management.…”