Towards effective knowledge application capability in ITSM through socialisation, externalisation, internalisation and combination

Fathi, Abdulazeez and Hafeez-Baig, Abdul and Gururajan, Raj ORCID: https://orcid.org/0000-0002-5919-0174 (2019) Towards effective knowledge application capability in ITSM through socialisation, externalisation, internalisation and combination. In: 24th Annual Conference of the Asia Pacific Decision Sciences Institute: Technology Supporting People and Decision Making, 15-18 July 2019, Brisbane, Australia.

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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
content analysis were undertaken.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: No evidence of copyright restrictions preventing deposit of published paper.
Faculty/School / Institute/Centre: Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021)
Faculty/School / Institute/Centre: Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021)
Date Deposited: 12 Sep 2019 05:53
Last Modified: 04 Feb 2020 23:14
Uncontrolled Keywords: knowledge implementation, knowledge conversion modes, IT services, service desk function, incident management.
Fields of Research (2008): 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
URI: http://eprints.usq.edu.au/id/eprint/37000

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