Review
BibTex RIS Cite

BT HİZMET YÖNETİMİ ALANINDA BİLGİ YÖNETİMİ: SİSTEMATİK BİR LİTERATÜR ÇALIŞMASI

Year 2020, , 281 - 302, 15.09.2020
https://doi.org/10.29064/ijma.708283

Abstract

Bilgi yönetimi bugün kuruluşların başarısı için anahtar olarak kabul edilir ve hizmet sektörü gibi bilgi yoğun alanlarda kritik öneme sahiptir. Bu çalışma, hizmet organizasyonlarında bilgi yönetimi odağını anlamayı, alandaki araştırma boşluklarını tespit etmeyi ve Bilişim Teknolojisi Hizmet Yönetimi (ITSM) 'de bilgi yönetimi yaklaşımını şekillendirmeyi amaçlamaktadır. Bu kapsamda öncelikle bilgi yönetimi ve hizmet yönetiminin temelleri açıklanacak, daha sonra hizmet organizasyonlarına odaklanan akademik literatür üzerinde sistematik bir literatür taraması yapılacaktır. Son olarak, çalışmanın sonuçları paylaşılacak ve gelecekteki çalışmalar için öneriler yapılacaktır.

References

  • Abdullah, R., & Alsharaei, Y. (2016). A Mobile Knowledge as a service (mKaaS) model of knowledge management system in facilitating knowledge sharing of cloud education community environment. 2016 Third International Conference On Information Retrieval And Knowledge Management (CAMP). doi: 10.1109/infrkm.2016.7806351
  • Abdullah, R., Eri, Z. and Talib, A. (2011). A model of knowledge management system for facilitating knowledge as a service (KaaS) in cloud computing environment. 2011 International Conference on Research and Innovation in Information Systems.
  • Abukhader, S. (2016). Exploring knowledge management implementation in large-sized service organizations – Saudi Arabia as a case. Knowledge Management Research & Practice, 14(3), 412-421. doi: 10.1057/kmrp.2015.5
  • Ahmad, N., Lodhi, M., Zaman, K., & Naseem, I. (2015). Knowledge Management: a Gateway for Organizational Performance. Journal Of The Knowledge Economy, 8(3), 859-876. doi: 10.1007/s13132-015-0282-3
  • Alici, E., & Cengizoglu, E. (2017). The Effect of Knowledge Management in Start-ups: Exploring the Transition Process of a Start-up from Temporary to a Permanent Organization (Master Thesis). Umeå School of Business and Economics.
  • Almeida, T., de Vasconcelos, J., & Pestana, G. (2018). A knowledge management architecture for information technology services delivery. 2018 13Th Iberian Conference On Information Systems And Technologies (CISTI). doi: 10.23919/cisti.2018.8399202
  • Al-Qurishi, M., Al-Rakhami, M., AlRubaian, M., & Alamri, A. (2015). A Framework of Knowledge Management as a Service over Cloud Computing Platform. Proceedings Of The International Conference On Intelligent Information Processing, Security And Advanced Communication - IPAC '15. doi: 10.1145/2816839.2816908
  • Aradati, M., Bilal, L., Naseem, M., Hyder, S., Al‐Habeeb, A., & Al-Subaie, A. et al. (2019). Using knowledge management tools in the Saudi National Mental Health Survey helpdesk: pre and post study. International Journal Of Mental Health Systems, 13(1). doi: 10.1186/s13033-019-0288-5
  • Aydin, M., & Bakker, M. (2008). Analyzing IT maintenance outsourcing decision from a knowledge management perspective. Information Systems Frontiers, 10(3), 293-305. doi: 10.1007/s10796-008-9084-5
  • AXELOS. (2019). ITIL® Foundation, ITIL 4 edition. Norwich: TSO (The Stationery Office).
  • Bae, K., & Ko, Y. (2012). An effective category classification method based on a language model for question category recommendation on a cQA service. Proceedings Of The 21St ACM International Conference On Information And Knowledge Management - CIKM '12. doi: 10.1145/2396761.2398614
  • Baptista, M., Vasconcelos, J., Rocha, Á., Silva, R., Carvalho, J., Jardim, H., & Quintal, A. (2019). The Impact of Perioperative Data Science in Hospital Knowledge Management. Journal Of Medical Systems, 43(2). doi: 10.1007/s10916-019-1162-3
  • Baxter, D., Roy, R., Doultsinou, A., Gao, J., & Kalta, M. (2009). A knowledge management framework to support product-service systems design. International Journal Of Computer Integrated Manufacturing, 22(12), 1073-1088. doi: 10.1080/09511920903207464
  • Bibbo, D., Michelich, J., Sprehe, E., & Lee, Y. (2012). Employing Wiki for Knowledge Management as a Collaborative Information Repository: An NBC Universal Case. Journal Of Information Technology Teaching Cases, 2(1), 17-28. doi: 10.1057/jittc.2012.1
  • Boella, G., Caro, L., Humphreys, L., Robaldo, L., Rossi, P., & van der Torre, L. (2016). Eunomos, a legal document and knowledge management system for the Web to provide relevant, reliable and up-to-date information on the law. Artificial Intelligence And Law, 24(3), 245-283. doi: 10.1007/s10506-016-9184-3
  • Brahami, M., & Matta, N. (2018). A Model to Reduce the Risk of Projects Guided by the Knowledge Management Process. International Journal Of Information Systems In The Service Sector, 10(2), 36-52. doi: 10.4018/ijisss.2018040103
  • Brown, J., Massey, A., & Boling, E. (2005). Evaluation of knowledge management systems: Insights from the study of a technical support knowledge base. Knowledge Management Research & Practice, 3(2), 49-59. doi: 10.1057/palgrave.kmrp.8500054
  • Burtonshaw-Gunn, S. (2008). Management Consultancy performance: Personal reflections on Knowledge Management and Networking in contributing to Added-value. OR Insight, 21(1), 32-39. doi: 10.1057/ori.2008.55
  • Carroll, J., Choo, C., Dunlap, D., Isenhour, P., Kerr, S., MacLean, A., & Rosson, M. (2003). Knowledge management support for teachers. Educational Technology Research And Development, 51(4), 42-64. doi: 10.1007/bf02504543
  • Chang, W., Chen, H., Chu, Y., Chen, K., & Chen, M. (2006). Application of Knowledge Management Learning System to Adult Collaborative Learning based on Service-Oriented Architecture. Proceedings. Frontiers In Education. 36Th Annual Conference. doi: 10.1109/fie.2006.322737
  • Chen, C. (2011). Modeling and initiating knowledge management program using FQFD: a case study involving a healthcare institute. Quality & Quantity, 46(3), 889-915. doi: 10.1007/s11135-011-9432-2
  • Chen, Y., Chen, Y., & Wu, M. (2012). An empirical knowledge management framework for professional virtual community in knowledge-intensive service industries. Expert Systems With Applications, 39(18), 13135-13147. doi: 10.1016/j.eswa.2012.05.088
  • Chen, Z., Li, Y. and Li, L. (2006). A Network-Based Framework and Its Operation Model of Archival Knowledge Management and Service System. 2006 IEEE International Conference on Service Operations and Logistics, and Informatics.
  • Chiu, C., & Chen, H. (2016). The study of knowledge management capability and organizational effectiveness in Taiwanese public utility: the mediator role of organizational commitment. Springerplus, 5(1). doi: 10.1186/s40064-016-3173-6
  • Contenti, M., Termini, A., Mecella, M., & Baldoni, R. (2003). An E-service-Based Framework for Inter-administration Cooperation. Knowledge Management In Electronic Government, 13-24. doi: 10.1007/3-540-44836-5_2
  • Córdova, F., & Durán, C. (2014). A Business Model Design for the Strategic and Operational Knowledge Management of a Port Community. Annals Of Data Science, 1(2), 191-208. doi: 10.1007/s40745-014-0014-8
  • Dai, W., & Song, Y. (2009). Research on the knowledge management model of knowledge-intensive based services. 2009 6Th International Conference On Service Systems And Service Management. doi: 10.1109/icsssm.2009.5174948
  • De La Torre Sanclemente, A., Molina, R., & Valencia, Y. (2019). Knowledge Management: Generating Value in Healthcare. Journal Of Medical Systems, 43(12). doi: 10.1007/s10916-019-1454-7
  • Denyer, D., & Tranfield, D. (2009). Producing a Systematic Review. In D. Buchanan & A. Bryman, The Sage Handbook of Organizational Research Methods (1st ed., pp. 671-688). SAGE Publications Ltd. Retrieved from https://uk.sagepub.com/en-gb/eur/the-sage-handbook-of-organizational-research-methods/book230566 [Accessed 22 Nov. 2019].
  • Desta, T., Garfield, M. and Meshesha, M. (2014). Proposing A Knowledge Management System (Kms) Architecture to Promote Knowledge Sharing Among Employees. In: Proceedings of the European Conference on Information Systems (ECIS). [online] Association for Information Systems AIS Electronic Library (AISeL). Available at: https://aisel.aisnet.org/ecis2014/proceedings/track04/7/ [Accessed 10 Nov. 2019].
  • Dobbins, M., DeCorby, K., Robeson, P., Husson, H., Tirilis, D., & Greco, L. (2010). A knowledge management tool for public health: health-evidence.ca. BMC Public Health, 10(1). doi: 10.1186/1471-2458-10-496
  • Dwivedi, A., Bali, R., Naguib, R., & Lehaney, B. (2005). Knowledge Management for the healthcare sector: lessons from a case study. OR Insight, 18(2), 3-13. doi: 10.1057/ori.2005.6
  • Eccher, C., Larcher, B., Purin, B., Guarrera, G., Graiff, A., & Forti, S. (2002). Scientific papers: a guideline-based co-operative work framework integrating medical knowledge management services for heart failure care delivery. Technology And Health Care, 10(6), 477–479. doi: 10.5555/763552.763584
  • Edosio, U. (2014). Knowledge Management Concept. In: Knowledge Management. [online] Available at: https://www.researchgate.net/publication/264129318_Knowledge_Management_Concept [Accessed 10 Nov. 2019].
  • Edwards, J., Hall, M., & Shaw, D. (2005). Proposing a systems vision of knowledge management in emergency care. Journal Of The Operational Research Society, 56(2), 180-192. doi: 10.1057/palgrave.jors.2601897
  • Engel, P. (1990). Knowledge management in agriculture: Building upon diversity. Knowledge, Technology and Policy volume, [online] 3, pp.28-35. Available at: https://link.springer.com/article/10.1007/BF02824947 [Accessed 2 Nov. 2019].
  • Esmi, R., & Ennals, R. (2009). Knowledge management in construction companies in the UK. AI & SOCIETY, 24(2), 197-203. doi: 10.1007/s00146-009-0202-9
  • Evans, M. (2004). A case of supporting distributed knowledge and work in the U.S. Navy: The challenges of knowledge management to human performance technology. TechTrends, 48(2), pp.48-53.
  • Farid, N. and Ahmad, M. (2011). A conceptual knowledge management framework in consultancy services. ICIMU 2011: Proceedings of the 5th international Conference on Information Technology & Multimedia.
  • Farsani, N., Coelho, C., Costa, C., & Amrikazemi, A. (2014). Geo-knowledge Management and Geoconservation via Geoparks and Geotourism. Geoheritage, 6(3), 185-192. doi: 10.1007/s12371-014-0099-7
  • Fathi, A., Hafeez-Baig, A. and Gururajan, R. (2019). Towards effective knowledge application capability in ITSM through socialisation, externalisation, internalisation and combination. In: 24th Annual Conference of the Asia Pacific Decision Sciences. [online] Available at: https://eprints.usq.edu.au/37000/ [Accessed 2 Nov. 2019].
  • Fink, D. (2001). Knowledge management in small and medium sized professional accounting firms: progress and challenges. Wirtschaftsinformatik, 43(5), 487-496. doi: 10.1007/bf03250813
  • Galup, S., Quan, J., Dattero, R. and Conger, S. (2007). Information technology service management. Proceedings of the 2007 ACM SIGMIS CPR conference on 2007 computer personnel doctoral consortium and research conference The global information technology workforce - SIGMIS-CPR '07.
  • Gottschalk, P. (2000). Predictors of IT support for knowledge management in the professions: an empirical study of law firms in Norway. Journal Of Information Technology, 15(1), 69-78. doi: 10.1080/026839600344410
  • Govender, S., & Pottas, D. (2007). A model to assess the benefit value of knowledge management in an IT service provider environment. Proceedings Of The 2007 Annual Research Conference Of The South African Institute Of Computer Scientists And Information Technologists On IT Research In Developing Countries - SAICSIT '07. doi: 10.1145/1292491.1292496
  • Gu, Y. (2004). Global knowledge management research: A bibliometric analysis. Scientometrics, 61(2), pp.171-190.
  • Gunjal, B. (2015). Knowledge Management: Why Do We Need It for Corporates. Malaysian Journal of Library & Information Science, 10(2), pp.37-50.
  • Huang, W., O'Dea, M., & Mille, A. (2003). ConKMeL: a contextual knowledge management framework to support intelligent multimedia e-learning. Fifth International Symposium On Multimedia Software Engineering, 2003. Proceedings.. doi: 10.1109/mmse.2003.1254445
  • Hartono, H. and Halim, E. (2014). The Impact of Knowledge Management and Entrepreneur’s Knowledge on Innovation and Firm Performance. The Winners, 15(2), p.108.
  • Hou, J., Sun, M., & Chuo, H. (2004). An Intelligent Knowledge Management Model for Construction and Reuse of Automobile Manufacturing Intellectual Properties. The International Journal Of Advanced Manufacturing Technology, 26(1-2), 169-182. doi: 10.1007/s00170-003-1971-9
  • Huang, L., Quaddus, M., Rowe, A., & Lai, C. (2011). An investigation into the factors affecting knowledge management adoption and practice in the life insurance business. Knowledge Management Research & Practice, 9(1), 58-72. doi: 10.1057/kmrp.2011.2
  • Huang, S., & Liu, H. (2009). Applying Double-Loop Knowledge Management Model on Customer Self-Service Systems for Taiwan's E-government. 2009 Fifth International Joint Conference On INC, IMS And IDC. doi: 10.1109/ncm.2009.49
  • Hume, C., Hume, M., & Johnston, P. (2016). Creating Awareness and Practice. International Journal Of Reliable And Quality E-Healthcare, 5(4), 1-14. doi: 10.4018/ijrqeh.2016100101
  • Hussein, A., Ghanim, A., Abu-Hassan, M., & Manton, D. (2014). Knowledge, management and perceived barriers to treatment of molar-incisor hypomineralisation in general dental practitioners and dental nurses in Malaysia. European Archives Of Paediatric Dentistry, 15(5), 301-307. doi: 10.1007/s40368-014-0115-2
  • Ishigaki, T., Takenaka, T., & Motomura, Y. (2010). Computational Customer Behavior Modeling for Knowledge Management with an Automatic Categorization Using Retail Service's Datasets. 2010 IEEE 7Th International Conference On E-Business Engineering. doi: 10.1109/icebe.2010.57
  • Iskandar, K., Jambak, M., Kosala, R., & Prabowo, H. (2017). Current Issue on Knowledge Management System for future research: a Systematic Literature Review. Procedia Computer Science, 116, 68-80. doi: 10.1016/j.procs.2017.10.011
  • Jacobs, F., Jordhus-Lier, D., & de Wet, P. (2015). The Politics of Knowledge: Knowledge Management in Informal Settlement Upgrading in Cape Town. Urban Forum, 26(4), 425-441. doi: 10.1007/s12132-015-9258-4
  • Jonsson, A. (2015). Beyond knowledge management – understanding how to share knowledge through logic and practice. Knowledge Management Research & Practice, 13(1), 45-58. doi: 10.1057/kmrp.2013.28
  • Kamal, P., & Buniyamin, N. (2018). Knowledge Management System in Industries. 2018 4Th International Conference On Electrical, Electronics And System Engineering (ICEESE). doi: 10.1109/iceese.2018.8703552
  • Khalil, C., & Khalil, S. (2019). Exploring knowledge management in agile software development organizations. International Entrepreneurship And Management Journal. doi: 10.1007/s11365-019-00582-9
  • King, W. (2009). Knowledge Management and Organizational Learning. Knowledge Management And Organizational Learning, 3-13. doi: 10.1007/978-1-4419-0011-1_1
  • Kothari, A., Hovanec, N., Hastie, R., & Sibbald, S. (2011). Lessons from the business sector for successful knowledge management in health care: A systematic review. BMC Health Services Research, 11(1). doi: 10.1186/1472-6963-11-173
  • Kothari, A., Hovanec, N., Sibbald, S., Donelle, L., & Tucker, P. (2016). Process evaluation of implementing knowledge management tools in public health. Knowledge Management Research & Practice, 14(3), 401-411. doi: 10.1057/kmrp.2015.4
  • Kurniawati, A., Wiratmadja, I., Sunaryo, I. and Ari Samadhi, T. (2019). Relationship Among Knowledge Management, Innovation, and Performance: A Systematic Literature Review. 2019 IEEE 6th International Conference on Industrial Engineering and Applications (ICIEA).
  • Lam, W. (2005). Successful knowledge management requires a knowledge culture: a case study. Knowledge Management Research & Practice, 3(4), 206-217. doi: 10.1057/palgrave.kmrp.8500068
  • Le-Nguyen, K., Dyerson, R., & Harindranath, G. (2016). Exploring knowledge management software implementation from a knowing-in-practice perspective. Information Systems Frontiers, 20(5), 1117-1133. doi: 10.1007/s10796-016-9713-3
  • Leppaniemi, J., Linna, P., Soini, J., & Jaakkola, H. (2009). Toward a flexible service-oriented reference architecture for situational awareness systems in distributed disaster knowledge management. PICMET '09 - 2009 Portland International Conference On Management Of Engineering & Technology. doi: 10.1109/picmet.2009.5262023
  • Liao, S. (2003). Knowledge management technologies and applications—literature review from 1995 to 2002. Expert Systems With Applications, 25(2), 155-164. doi: 10.1016/s0957-4174(03)00043-5
  • Liebowitz, J. (2003). Aggressively pursuing knowledge management over 2 years: a case study at a US government organization. Knowledge Management Research & Practice, 1(2), pp.69-76.
  • Løwendahl, B., Revang, Ø., & Fosstenløkken, S. (2001). Knowledge and Value Creation in Professional Service Firms: A Framework for Analysis. Human Relations, 54(7), 911-931. doi: 10.1177/0018726701547006
  • Luengo-Valderrey, M., & Moso-Díez, M. (2017). Interaction Between Knowledge Management Activities, Innovation Barriers and Innovation Performance: Spanish High and Medium Technology Firms. Journal Of The Knowledge Economy, 10(1), 298-317. doi: 10.1007/s13132-017-0458-0
  • Maier, R. (2007). Knowledge management systems (3rd ed., p. 28). Berlin: Springer-Verlag. Available at: https://erl.ucc.edu.gh/jspui/bitstream/123456789/3006/1/%5BRonald_Maier%5D_Knowledge_Management_Systems_Infor%28BookZZ.org%29.pdf. [Accessed 10 Nov. 2019].
  • Marques, C., Leal, C., Marques, C., & Cardoso, A. (2015). Strategic Knowledge Management, Innovation and Performance: A Qualitative Study of the Footwear Industry. Journal Of The Knowledge Economy, 7(3), 659-675. doi: 10.1007/s13132-015-0249-4
  • Mbhalati, O. (2014). Reinventing the public sector in Africa through knowledge management. Knowledge Management Research & Practice, 12(1), 114-121. doi: 10.1057/kmrp.2013.5
  • McCracken, S., & Edwards, J. (2017). Implementing a knowledge management system within an NHS hospital: a case study exploring the roll-out of an electronic patient record (EPR). Knowledge Management Research & Practice, 15(1), 1-11. doi: 10.1057/kmrp.2015.7
  • Meenan, C., King, A., Toland, C., Daly, M., & Nagy, P. (2009). Use of a Wiki as a Radiology Departmental Knowledge Management System. Journal Of Digital Imaging, 23(2), 142-151. doi: 10.1007/s10278-009-9180-1
  • Müller-Merbach, H. (2008). Knowledge management: a program for education and leadership. Knowledge Management Research & Practice, 6(4), 350-356. doi: 10.1057/kmrp.2008.25
  • Miksovic, C., & Zimmermann, O. (2011). Architecturally Significant Requirements, Reference Architecture, and Metamodel for Knowledge Management in Information Technology Services. 2011 Ninth Working IEEE/IFIP Conference On Software Architecture. doi: 10.1109/wicsa.2011.43
  • Mizintseva, M., & Gerbina, T. (2009). Knowledge management practice: Application in commercial banks (a Review). Scientific And Technical Information Processing, 36(6), 309-318. doi: 10.3103/s014768820906001x
  • Nawab, S., Nazir, T., Zahid, M., & Fawad, S. (2015). Knowledge Management, Innovation and Organizational Performance. International Journal Of Knowledge Engineering-IACSIT, 1(1), 43-48. doi: 10.7763/ijke.2015.v1.7
  • Nie, F. (2017). A value-oriented model of big data-driven knowledge management and collaborative services: A meteorological service case. 2017 3Rd International Conference On Information Management (ICIM). doi: 10.1109/infoman.2017.7950438
  • Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company (1st ed.). New York: Oxford University Press.
  • Omotayo, F. (2015). Knowledge Management as an important tool in Organisational Management: A Review of Literature. Library Philosophy and Practice (e-journal), [online] (Spring 4-10-2015), pp.1-2. Available at: https://digitalcommons.unl.edu/libphilprac/1238/. [Accessed 10 Nov. 2019].
  • O'Sullivan, J., Powell, J., Gibbon, P., & Emmerson, B. (2009). The Resource Hub: An Innovative E-Information Service Delivery Model Addressing Mental Health Knowledge Management. Australasian Psychiatry, 17(5), 371-374. doi: 10.1080/10398560902878661
  • Palacios-Marques, D., Gil-Pechuán, I., & Lim, S. (2011). Improving human capital through knowledge management practices in knowledge-intensive business services. Service Business, 5(2), 99-112. doi: 10.1007/s11628-011-0104-z
  • Papailiou, N., Apostolou, D., Panagiotou, D., & Mentzas, G. Exploring Knowledge Management with a Social Semantic Desktop Architecture. Lecture Notes In Computer Science, 213-222. doi: 10.1007/978-3-540-74469-6_22
  • Park, M., Jang, Y., Lee, H., Ahn, C., & Yoon, Y. (2013). Application of knowledge management technologies in Korean small and medium-sized construction companies. KSCE Journal Of Civil Engineering, 17(1), 22-32. doi: 10.1007/s12205-013-1607-z
  • Prasetyo, N. and Bandung, Y. (2015). A design of software requirement engineering framework based on knowledge management and Service-Oriented Architecture Decision (SOAD) modeling framework. 2015 International Conference on Information Technology Systems and Innovation (ICITSI).
  • Quinn, E., Huckel-Schneider, C., Campbell, D., Seale, H., & Milat, A. (2014). How can knowledge exchange portals assist in knowledge management for evidence-informed decision making in public health?. BMC Public Health, 14(1). doi: 10.1186/1471-2458-14-443
  • Razmerita, L., Phillips-Wren, G., & Jain, L. (2015). Advances in Knowledge Management: An Overview. Innovations In Knowledge Management, 3-18. doi: 10.1007/978-3-662-47827-1_1
  • Santo, S. (2005). Knowledge management: An imperative for schools of education. Techtrends, 49(6), 42-49. doi: 10.1007/bf02763729
  • Schell, W. (2008). Building a Knowledge Management Framework to Overcome the Challenges of Developing Engineering Teams in Financial Services. Engineering Management Journal, 20(1), 3-9. doi: 10.1080/10429247.2008.11431751
  • Sensuse, D., Qodarsih, N., Lusa, J., & Prima, P. (2018). Critical Success Factors of Knowledge Management: A Systematic Literature Review. 2018 International Conference On Information Technology Systems And Innovation (ICITSI). doi: 10.1109/icitsi.2018.8695926
  • Serenko, A., Bontis, N., & Hull, E. (2016). An application of the knowledge management maturity model: the case of credit unions. Knowledge Management Research & Practice, 14(3), 338-352. doi: 10.1057/kmrp.2014.37
  • Shoham, S., & Perry, M. (2008). Knowledge management as a mechanism for technological and organizational change management in Israeli universities. Higher Education, 57(2), 227-246. doi: 10.1007/s10734-008-9148-y
  • Si Xue, C. (2017). A Literature Review on Knowledge Management in Organizations. Research In Business And Management, 4(1), 30. doi: 10.5296/rbm.v4i1.10786
  • Singh, A., Singh, K., & Sharma, N. (2014). Agile knowledge management: a survey of Indian perceptions. Innovations In Systems And Software Engineering, 10(4), 297-315. doi: 10.1007/s11334-014-0237-z
  • Skok, W. (2004). Knowledge management: Taxis Parisiens case study. Knowledge Management Research & Practice, 2(3), 147-154. doi: 10.1057/palgrave.kmrp.8500035
  • Spies, M., Clayton, A., & Noormohammadian, M. (2005). Knowledge management in a decentralized global financial services provider: a case study with Allianz Group. Knowledge Management Research & Practice, 3(1), 24-36. doi: 10.1057/palgrave.kmrp.8500046
  • Talib, A., & Abdullah, R. (2012). A Model of Information Technology as a Service (ITaaS) in Cloud Computing: A Case of Collaborative Knowledge Management System. 2012 International Conference On Advanced Computer Science Applications And Technologies (ACSAT). doi: 10.1109/acsat.2012.24
  • Tan, C. (2015). Enhancing knowledge sharing and research collaboration among academics: the role of knowledge management. Higher Education, 71(4), 525-556. doi: 10.1007/s10734-015-9922-6
  • Trujillo Torres, J. (2011). The Use of Podcasts in Higher Education: Communication, Innovation, Education and Knowledge Management. RUSC. Universities And Knowledge Society Journal, 8(2), 61. doi: 10.7238/rusc.v8i2.1047
  • Tsai, A. (2016). A hybrid model of knowledge management for new service development. Journal of Systems Science and Systems Engineering, 25(4), 424-447. doi: 10.1007/s11518-015-5280-2
  • Vassallo, P. (1999). The knowledge continuum ‐ organizing for research and scholarly communication. Internet Research, 9(3), 232-242. doi: 10.1108/10662249910274638
  • Villela, K., Santos, G., Schnaider, L., Rocha, A., & Travassos, G. (2005). The use of an enterprise ontology to support knowledge management in software development environments. Journal Of The Brazilian Computer Society, 11(2), 45-59. doi: 10.1007/bf03192375
  • Wang, S., & Hsu, S. (2004). A Web-based CBR knowledge management system for PC troubleshooting. The International Journal Of Advanced Manufacturing Technology, 23(7-8), 532-540. doi: 10.1007/s00170-003-1676-0
  • Wedman, J., & Wang, F. (2005). Knowledge management in higher education: A knowledge repository approach. Journal Of Computing In Higher Education, 17(1), 116-138. doi: 10.1007/bf02960229
  • Wiig, K. (1997). Knowledge Management: An Introduction and Perspective. Journal of Knowledge Management, 1(1), pp.6-14.
  • Winniford, M., Conger, S., & Erickson-Harris, L. (2009). Confusion in the Ranks: IT Service Management Practice and Terminology. Information Systems Management, 26(2), 153-163. doi: 10.1080/10580530902797532
  • Wu, J., Tseng, J., Yu, W., Yang, J., Lee, S., & Tsai, W. (2012). An integrated proactive knowledge management model for enhancing engineering services. Automation In Construction, 24, 81-88. doi: 10.1016/j.autcon.2012.02.006
  • Yan, Q., Xiang, F., Shi, X., & Zhu, Q. (2018). Implementation of Knowledge Management in Chinese Hospitals. Current Medical Science, 38(2), 372-378. doi: 10.1007/s11596-018-1888-z
  • Yu, M., Li, G., & Feng, J. (2015). A Cost-based Method for Location-Aware Publish/Subscribe Services. Proceedings Of The 24Th ACM International On Conference On Information And Knowledge Management - CIKM '15. doi: 10.1145/2806416.2806427
  • Zhang, D., Zhou, L., & Nunamaker Jr, J. (2002). A Knowledge Management Framework for the Support of Decision Making in Humanitarian Assistance/Disaster Relief. Knowledge And Information Systems, 4(3), 370-385. doi: 10.1007/s101150200012
  • Zhang, D., Hu, D., Xu, Y., & Zhang, H. (2012). A framework for design knowledge management and reuse for Product-Service Systems in construction machinery industry. Computers In Industry, 63(4), 328-337. doi: 10.1016/j.compind.2012.02.008
  • Zahner, J. (2002). Teachers explore knowledge management and E-learning as models for professional development. Techtrends, 46(3), 11-16. doi: 10.1007/bf02784836

KNOWLEDGE MANAGEMENT IN IT SERVICE MANAGEMENT: A SYSTEMATIC LITERATURE STUDY

Year 2020, , 281 - 302, 15.09.2020
https://doi.org/10.29064/ijma.708283

Abstract

Knowledge management is considered key to the success of organizations today and is critical in knowledge-intensive areas such as the service sector. This study aims to understand knowledge management focus in service organizations, to identify research gaps in the field, and to shape the knowledge management approach in Information Technology Service Management (ITSM). Firstly, the basics of knowledge management and service management will be explained then a systematic literature review will be conducted on academic literature focusing on service organizations. Finally, the results of the study will be shared, and suggestions will be made for future studies.

References

  • Abdullah, R., & Alsharaei, Y. (2016). A Mobile Knowledge as a service (mKaaS) model of knowledge management system in facilitating knowledge sharing of cloud education community environment. 2016 Third International Conference On Information Retrieval And Knowledge Management (CAMP). doi: 10.1109/infrkm.2016.7806351
  • Abdullah, R., Eri, Z. and Talib, A. (2011). A model of knowledge management system for facilitating knowledge as a service (KaaS) in cloud computing environment. 2011 International Conference on Research and Innovation in Information Systems.
  • Abukhader, S. (2016). Exploring knowledge management implementation in large-sized service organizations – Saudi Arabia as a case. Knowledge Management Research & Practice, 14(3), 412-421. doi: 10.1057/kmrp.2015.5
  • Ahmad, N., Lodhi, M., Zaman, K., & Naseem, I. (2015). Knowledge Management: a Gateway for Organizational Performance. Journal Of The Knowledge Economy, 8(3), 859-876. doi: 10.1007/s13132-015-0282-3
  • Alici, E., & Cengizoglu, E. (2017). The Effect of Knowledge Management in Start-ups: Exploring the Transition Process of a Start-up from Temporary to a Permanent Organization (Master Thesis). Umeå School of Business and Economics.
  • Almeida, T., de Vasconcelos, J., & Pestana, G. (2018). A knowledge management architecture for information technology services delivery. 2018 13Th Iberian Conference On Information Systems And Technologies (CISTI). doi: 10.23919/cisti.2018.8399202
  • Al-Qurishi, M., Al-Rakhami, M., AlRubaian, M., & Alamri, A. (2015). A Framework of Knowledge Management as a Service over Cloud Computing Platform. Proceedings Of The International Conference On Intelligent Information Processing, Security And Advanced Communication - IPAC '15. doi: 10.1145/2816839.2816908
  • Aradati, M., Bilal, L., Naseem, M., Hyder, S., Al‐Habeeb, A., & Al-Subaie, A. et al. (2019). Using knowledge management tools in the Saudi National Mental Health Survey helpdesk: pre and post study. International Journal Of Mental Health Systems, 13(1). doi: 10.1186/s13033-019-0288-5
  • Aydin, M., & Bakker, M. (2008). Analyzing IT maintenance outsourcing decision from a knowledge management perspective. Information Systems Frontiers, 10(3), 293-305. doi: 10.1007/s10796-008-9084-5
  • AXELOS. (2019). ITIL® Foundation, ITIL 4 edition. Norwich: TSO (The Stationery Office).
  • Bae, K., & Ko, Y. (2012). An effective category classification method based on a language model for question category recommendation on a cQA service. Proceedings Of The 21St ACM International Conference On Information And Knowledge Management - CIKM '12. doi: 10.1145/2396761.2398614
  • Baptista, M., Vasconcelos, J., Rocha, Á., Silva, R., Carvalho, J., Jardim, H., & Quintal, A. (2019). The Impact of Perioperative Data Science in Hospital Knowledge Management. Journal Of Medical Systems, 43(2). doi: 10.1007/s10916-019-1162-3
  • Baxter, D., Roy, R., Doultsinou, A., Gao, J., & Kalta, M. (2009). A knowledge management framework to support product-service systems design. International Journal Of Computer Integrated Manufacturing, 22(12), 1073-1088. doi: 10.1080/09511920903207464
  • Bibbo, D., Michelich, J., Sprehe, E., & Lee, Y. (2012). Employing Wiki for Knowledge Management as a Collaborative Information Repository: An NBC Universal Case. Journal Of Information Technology Teaching Cases, 2(1), 17-28. doi: 10.1057/jittc.2012.1
  • Boella, G., Caro, L., Humphreys, L., Robaldo, L., Rossi, P., & van der Torre, L. (2016). Eunomos, a legal document and knowledge management system for the Web to provide relevant, reliable and up-to-date information on the law. Artificial Intelligence And Law, 24(3), 245-283. doi: 10.1007/s10506-016-9184-3
  • Brahami, M., & Matta, N. (2018). A Model to Reduce the Risk of Projects Guided by the Knowledge Management Process. International Journal Of Information Systems In The Service Sector, 10(2), 36-52. doi: 10.4018/ijisss.2018040103
  • Brown, J., Massey, A., & Boling, E. (2005). Evaluation of knowledge management systems: Insights from the study of a technical support knowledge base. Knowledge Management Research & Practice, 3(2), 49-59. doi: 10.1057/palgrave.kmrp.8500054
  • Burtonshaw-Gunn, S. (2008). Management Consultancy performance: Personal reflections on Knowledge Management and Networking in contributing to Added-value. OR Insight, 21(1), 32-39. doi: 10.1057/ori.2008.55
  • Carroll, J., Choo, C., Dunlap, D., Isenhour, P., Kerr, S., MacLean, A., & Rosson, M. (2003). Knowledge management support for teachers. Educational Technology Research And Development, 51(4), 42-64. doi: 10.1007/bf02504543
  • Chang, W., Chen, H., Chu, Y., Chen, K., & Chen, M. (2006). Application of Knowledge Management Learning System to Adult Collaborative Learning based on Service-Oriented Architecture. Proceedings. Frontiers In Education. 36Th Annual Conference. doi: 10.1109/fie.2006.322737
  • Chen, C. (2011). Modeling and initiating knowledge management program using FQFD: a case study involving a healthcare institute. Quality & Quantity, 46(3), 889-915. doi: 10.1007/s11135-011-9432-2
  • Chen, Y., Chen, Y., & Wu, M. (2012). An empirical knowledge management framework for professional virtual community in knowledge-intensive service industries. Expert Systems With Applications, 39(18), 13135-13147. doi: 10.1016/j.eswa.2012.05.088
  • Chen, Z., Li, Y. and Li, L. (2006). A Network-Based Framework and Its Operation Model of Archival Knowledge Management and Service System. 2006 IEEE International Conference on Service Operations and Logistics, and Informatics.
  • Chiu, C., & Chen, H. (2016). The study of knowledge management capability and organizational effectiveness in Taiwanese public utility: the mediator role of organizational commitment. Springerplus, 5(1). doi: 10.1186/s40064-016-3173-6
  • Contenti, M., Termini, A., Mecella, M., & Baldoni, R. (2003). An E-service-Based Framework for Inter-administration Cooperation. Knowledge Management In Electronic Government, 13-24. doi: 10.1007/3-540-44836-5_2
  • Córdova, F., & Durán, C. (2014). A Business Model Design for the Strategic and Operational Knowledge Management of a Port Community. Annals Of Data Science, 1(2), 191-208. doi: 10.1007/s40745-014-0014-8
  • Dai, W., & Song, Y. (2009). Research on the knowledge management model of knowledge-intensive based services. 2009 6Th International Conference On Service Systems And Service Management. doi: 10.1109/icsssm.2009.5174948
  • De La Torre Sanclemente, A., Molina, R., & Valencia, Y. (2019). Knowledge Management: Generating Value in Healthcare. Journal Of Medical Systems, 43(12). doi: 10.1007/s10916-019-1454-7
  • Denyer, D., & Tranfield, D. (2009). Producing a Systematic Review. In D. Buchanan & A. Bryman, The Sage Handbook of Organizational Research Methods (1st ed., pp. 671-688). SAGE Publications Ltd. Retrieved from https://uk.sagepub.com/en-gb/eur/the-sage-handbook-of-organizational-research-methods/book230566 [Accessed 22 Nov. 2019].
  • Desta, T., Garfield, M. and Meshesha, M. (2014). Proposing A Knowledge Management System (Kms) Architecture to Promote Knowledge Sharing Among Employees. In: Proceedings of the European Conference on Information Systems (ECIS). [online] Association for Information Systems AIS Electronic Library (AISeL). Available at: https://aisel.aisnet.org/ecis2014/proceedings/track04/7/ [Accessed 10 Nov. 2019].
  • Dobbins, M., DeCorby, K., Robeson, P., Husson, H., Tirilis, D., & Greco, L. (2010). A knowledge management tool for public health: health-evidence.ca. BMC Public Health, 10(1). doi: 10.1186/1471-2458-10-496
  • Dwivedi, A., Bali, R., Naguib, R., & Lehaney, B. (2005). Knowledge Management for the healthcare sector: lessons from a case study. OR Insight, 18(2), 3-13. doi: 10.1057/ori.2005.6
  • Eccher, C., Larcher, B., Purin, B., Guarrera, G., Graiff, A., & Forti, S. (2002). Scientific papers: a guideline-based co-operative work framework integrating medical knowledge management services for heart failure care delivery. Technology And Health Care, 10(6), 477–479. doi: 10.5555/763552.763584
  • Edosio, U. (2014). Knowledge Management Concept. In: Knowledge Management. [online] Available at: https://www.researchgate.net/publication/264129318_Knowledge_Management_Concept [Accessed 10 Nov. 2019].
  • Edwards, J., Hall, M., & Shaw, D. (2005). Proposing a systems vision of knowledge management in emergency care. Journal Of The Operational Research Society, 56(2), 180-192. doi: 10.1057/palgrave.jors.2601897
  • Engel, P. (1990). Knowledge management in agriculture: Building upon diversity. Knowledge, Technology and Policy volume, [online] 3, pp.28-35. Available at: https://link.springer.com/article/10.1007/BF02824947 [Accessed 2 Nov. 2019].
  • Esmi, R., & Ennals, R. (2009). Knowledge management in construction companies in the UK. AI & SOCIETY, 24(2), 197-203. doi: 10.1007/s00146-009-0202-9
  • Evans, M. (2004). A case of supporting distributed knowledge and work in the U.S. Navy: The challenges of knowledge management to human performance technology. TechTrends, 48(2), pp.48-53.
  • Farid, N. and Ahmad, M. (2011). A conceptual knowledge management framework in consultancy services. ICIMU 2011: Proceedings of the 5th international Conference on Information Technology & Multimedia.
  • Farsani, N., Coelho, C., Costa, C., & Amrikazemi, A. (2014). Geo-knowledge Management and Geoconservation via Geoparks and Geotourism. Geoheritage, 6(3), 185-192. doi: 10.1007/s12371-014-0099-7
  • Fathi, A., Hafeez-Baig, A. and Gururajan, R. (2019). Towards effective knowledge application capability in ITSM through socialisation, externalisation, internalisation and combination. In: 24th Annual Conference of the Asia Pacific Decision Sciences. [online] Available at: https://eprints.usq.edu.au/37000/ [Accessed 2 Nov. 2019].
  • Fink, D. (2001). Knowledge management in small and medium sized professional accounting firms: progress and challenges. Wirtschaftsinformatik, 43(5), 487-496. doi: 10.1007/bf03250813
  • Galup, S., Quan, J., Dattero, R. and Conger, S. (2007). Information technology service management. Proceedings of the 2007 ACM SIGMIS CPR conference on 2007 computer personnel doctoral consortium and research conference The global information technology workforce - SIGMIS-CPR '07.
  • Gottschalk, P. (2000). Predictors of IT support for knowledge management in the professions: an empirical study of law firms in Norway. Journal Of Information Technology, 15(1), 69-78. doi: 10.1080/026839600344410
  • Govender, S., & Pottas, D. (2007). A model to assess the benefit value of knowledge management in an IT service provider environment. Proceedings Of The 2007 Annual Research Conference Of The South African Institute Of Computer Scientists And Information Technologists On IT Research In Developing Countries - SAICSIT '07. doi: 10.1145/1292491.1292496
  • Gu, Y. (2004). Global knowledge management research: A bibliometric analysis. Scientometrics, 61(2), pp.171-190.
  • Gunjal, B. (2015). Knowledge Management: Why Do We Need It for Corporates. Malaysian Journal of Library & Information Science, 10(2), pp.37-50.
  • Huang, W., O'Dea, M., & Mille, A. (2003). ConKMeL: a contextual knowledge management framework to support intelligent multimedia e-learning. Fifth International Symposium On Multimedia Software Engineering, 2003. Proceedings.. doi: 10.1109/mmse.2003.1254445
  • Hartono, H. and Halim, E. (2014). The Impact of Knowledge Management and Entrepreneur’s Knowledge on Innovation and Firm Performance. The Winners, 15(2), p.108.
  • Hou, J., Sun, M., & Chuo, H. (2004). An Intelligent Knowledge Management Model for Construction and Reuse of Automobile Manufacturing Intellectual Properties. The International Journal Of Advanced Manufacturing Technology, 26(1-2), 169-182. doi: 10.1007/s00170-003-1971-9
  • Huang, L., Quaddus, M., Rowe, A., & Lai, C. (2011). An investigation into the factors affecting knowledge management adoption and practice in the life insurance business. Knowledge Management Research & Practice, 9(1), 58-72. doi: 10.1057/kmrp.2011.2
  • Huang, S., & Liu, H. (2009). Applying Double-Loop Knowledge Management Model on Customer Self-Service Systems for Taiwan's E-government. 2009 Fifth International Joint Conference On INC, IMS And IDC. doi: 10.1109/ncm.2009.49
  • Hume, C., Hume, M., & Johnston, P. (2016). Creating Awareness and Practice. International Journal Of Reliable And Quality E-Healthcare, 5(4), 1-14. doi: 10.4018/ijrqeh.2016100101
  • Hussein, A., Ghanim, A., Abu-Hassan, M., & Manton, D. (2014). Knowledge, management and perceived barriers to treatment of molar-incisor hypomineralisation in general dental practitioners and dental nurses in Malaysia. European Archives Of Paediatric Dentistry, 15(5), 301-307. doi: 10.1007/s40368-014-0115-2
  • Ishigaki, T., Takenaka, T., & Motomura, Y. (2010). Computational Customer Behavior Modeling for Knowledge Management with an Automatic Categorization Using Retail Service's Datasets. 2010 IEEE 7Th International Conference On E-Business Engineering. doi: 10.1109/icebe.2010.57
  • Iskandar, K., Jambak, M., Kosala, R., & Prabowo, H. (2017). Current Issue on Knowledge Management System for future research: a Systematic Literature Review. Procedia Computer Science, 116, 68-80. doi: 10.1016/j.procs.2017.10.011
  • Jacobs, F., Jordhus-Lier, D., & de Wet, P. (2015). The Politics of Knowledge: Knowledge Management in Informal Settlement Upgrading in Cape Town. Urban Forum, 26(4), 425-441. doi: 10.1007/s12132-015-9258-4
  • Jonsson, A. (2015). Beyond knowledge management – understanding how to share knowledge through logic and practice. Knowledge Management Research & Practice, 13(1), 45-58. doi: 10.1057/kmrp.2013.28
  • Kamal, P., & Buniyamin, N. (2018). Knowledge Management System in Industries. 2018 4Th International Conference On Electrical, Electronics And System Engineering (ICEESE). doi: 10.1109/iceese.2018.8703552
  • Khalil, C., & Khalil, S. (2019). Exploring knowledge management in agile software development organizations. International Entrepreneurship And Management Journal. doi: 10.1007/s11365-019-00582-9
  • King, W. (2009). Knowledge Management and Organizational Learning. Knowledge Management And Organizational Learning, 3-13. doi: 10.1007/978-1-4419-0011-1_1
  • Kothari, A., Hovanec, N., Hastie, R., & Sibbald, S. (2011). Lessons from the business sector for successful knowledge management in health care: A systematic review. BMC Health Services Research, 11(1). doi: 10.1186/1472-6963-11-173
  • Kothari, A., Hovanec, N., Sibbald, S., Donelle, L., & Tucker, P. (2016). Process evaluation of implementing knowledge management tools in public health. Knowledge Management Research & Practice, 14(3), 401-411. doi: 10.1057/kmrp.2015.4
  • Kurniawati, A., Wiratmadja, I., Sunaryo, I. and Ari Samadhi, T. (2019). Relationship Among Knowledge Management, Innovation, and Performance: A Systematic Literature Review. 2019 IEEE 6th International Conference on Industrial Engineering and Applications (ICIEA).
  • Lam, W. (2005). Successful knowledge management requires a knowledge culture: a case study. Knowledge Management Research & Practice, 3(4), 206-217. doi: 10.1057/palgrave.kmrp.8500068
  • Le-Nguyen, K., Dyerson, R., & Harindranath, G. (2016). Exploring knowledge management software implementation from a knowing-in-practice perspective. Information Systems Frontiers, 20(5), 1117-1133. doi: 10.1007/s10796-016-9713-3
  • Leppaniemi, J., Linna, P., Soini, J., & Jaakkola, H. (2009). Toward a flexible service-oriented reference architecture for situational awareness systems in distributed disaster knowledge management. PICMET '09 - 2009 Portland International Conference On Management Of Engineering & Technology. doi: 10.1109/picmet.2009.5262023
  • Liao, S. (2003). Knowledge management technologies and applications—literature review from 1995 to 2002. Expert Systems With Applications, 25(2), 155-164. doi: 10.1016/s0957-4174(03)00043-5
  • Liebowitz, J. (2003). Aggressively pursuing knowledge management over 2 years: a case study at a US government organization. Knowledge Management Research & Practice, 1(2), pp.69-76.
  • Løwendahl, B., Revang, Ø., & Fosstenløkken, S. (2001). Knowledge and Value Creation in Professional Service Firms: A Framework for Analysis. Human Relations, 54(7), 911-931. doi: 10.1177/0018726701547006
  • Luengo-Valderrey, M., & Moso-Díez, M. (2017). Interaction Between Knowledge Management Activities, Innovation Barriers and Innovation Performance: Spanish High and Medium Technology Firms. Journal Of The Knowledge Economy, 10(1), 298-317. doi: 10.1007/s13132-017-0458-0
  • Maier, R. (2007). Knowledge management systems (3rd ed., p. 28). Berlin: Springer-Verlag. Available at: https://erl.ucc.edu.gh/jspui/bitstream/123456789/3006/1/%5BRonald_Maier%5D_Knowledge_Management_Systems_Infor%28BookZZ.org%29.pdf. [Accessed 10 Nov. 2019].
  • Marques, C., Leal, C., Marques, C., & Cardoso, A. (2015). Strategic Knowledge Management, Innovation and Performance: A Qualitative Study of the Footwear Industry. Journal Of The Knowledge Economy, 7(3), 659-675. doi: 10.1007/s13132-015-0249-4
  • Mbhalati, O. (2014). Reinventing the public sector in Africa through knowledge management. Knowledge Management Research & Practice, 12(1), 114-121. doi: 10.1057/kmrp.2013.5
  • McCracken, S., & Edwards, J. (2017). Implementing a knowledge management system within an NHS hospital: a case study exploring the roll-out of an electronic patient record (EPR). Knowledge Management Research & Practice, 15(1), 1-11. doi: 10.1057/kmrp.2015.7
  • Meenan, C., King, A., Toland, C., Daly, M., & Nagy, P. (2009). Use of a Wiki as a Radiology Departmental Knowledge Management System. Journal Of Digital Imaging, 23(2), 142-151. doi: 10.1007/s10278-009-9180-1
  • Müller-Merbach, H. (2008). Knowledge management: a program for education and leadership. Knowledge Management Research & Practice, 6(4), 350-356. doi: 10.1057/kmrp.2008.25
  • Miksovic, C., & Zimmermann, O. (2011). Architecturally Significant Requirements, Reference Architecture, and Metamodel for Knowledge Management in Information Technology Services. 2011 Ninth Working IEEE/IFIP Conference On Software Architecture. doi: 10.1109/wicsa.2011.43
  • Mizintseva, M., & Gerbina, T. (2009). Knowledge management practice: Application in commercial banks (a Review). Scientific And Technical Information Processing, 36(6), 309-318. doi: 10.3103/s014768820906001x
  • Nawab, S., Nazir, T., Zahid, M., & Fawad, S. (2015). Knowledge Management, Innovation and Organizational Performance. International Journal Of Knowledge Engineering-IACSIT, 1(1), 43-48. doi: 10.7763/ijke.2015.v1.7
  • Nie, F. (2017). A value-oriented model of big data-driven knowledge management and collaborative services: A meteorological service case. 2017 3Rd International Conference On Information Management (ICIM). doi: 10.1109/infoman.2017.7950438
  • Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company (1st ed.). New York: Oxford University Press.
  • Omotayo, F. (2015). Knowledge Management as an important tool in Organisational Management: A Review of Literature. Library Philosophy and Practice (e-journal), [online] (Spring 4-10-2015), pp.1-2. Available at: https://digitalcommons.unl.edu/libphilprac/1238/. [Accessed 10 Nov. 2019].
  • O'Sullivan, J., Powell, J., Gibbon, P., & Emmerson, B. (2009). The Resource Hub: An Innovative E-Information Service Delivery Model Addressing Mental Health Knowledge Management. Australasian Psychiatry, 17(5), 371-374. doi: 10.1080/10398560902878661
  • Palacios-Marques, D., Gil-Pechuán, I., & Lim, S. (2011). Improving human capital through knowledge management practices in knowledge-intensive business services. Service Business, 5(2), 99-112. doi: 10.1007/s11628-011-0104-z
  • Papailiou, N., Apostolou, D., Panagiotou, D., & Mentzas, G. Exploring Knowledge Management with a Social Semantic Desktop Architecture. Lecture Notes In Computer Science, 213-222. doi: 10.1007/978-3-540-74469-6_22
  • Park, M., Jang, Y., Lee, H., Ahn, C., & Yoon, Y. (2013). Application of knowledge management technologies in Korean small and medium-sized construction companies. KSCE Journal Of Civil Engineering, 17(1), 22-32. doi: 10.1007/s12205-013-1607-z
  • Prasetyo, N. and Bandung, Y. (2015). A design of software requirement engineering framework based on knowledge management and Service-Oriented Architecture Decision (SOAD) modeling framework. 2015 International Conference on Information Technology Systems and Innovation (ICITSI).
  • Quinn, E., Huckel-Schneider, C., Campbell, D., Seale, H., & Milat, A. (2014). How can knowledge exchange portals assist in knowledge management for evidence-informed decision making in public health?. BMC Public Health, 14(1). doi: 10.1186/1471-2458-14-443
  • Razmerita, L., Phillips-Wren, G., & Jain, L. (2015). Advances in Knowledge Management: An Overview. Innovations In Knowledge Management, 3-18. doi: 10.1007/978-3-662-47827-1_1
  • Santo, S. (2005). Knowledge management: An imperative for schools of education. Techtrends, 49(6), 42-49. doi: 10.1007/bf02763729
  • Schell, W. (2008). Building a Knowledge Management Framework to Overcome the Challenges of Developing Engineering Teams in Financial Services. Engineering Management Journal, 20(1), 3-9. doi: 10.1080/10429247.2008.11431751
  • Sensuse, D., Qodarsih, N., Lusa, J., & Prima, P. (2018). Critical Success Factors of Knowledge Management: A Systematic Literature Review. 2018 International Conference On Information Technology Systems And Innovation (ICITSI). doi: 10.1109/icitsi.2018.8695926
  • Serenko, A., Bontis, N., & Hull, E. (2016). An application of the knowledge management maturity model: the case of credit unions. Knowledge Management Research & Practice, 14(3), 338-352. doi: 10.1057/kmrp.2014.37
  • Shoham, S., & Perry, M. (2008). Knowledge management as a mechanism for technological and organizational change management in Israeli universities. Higher Education, 57(2), 227-246. doi: 10.1007/s10734-008-9148-y
  • Si Xue, C. (2017). A Literature Review on Knowledge Management in Organizations. Research In Business And Management, 4(1), 30. doi: 10.5296/rbm.v4i1.10786
  • Singh, A., Singh, K., & Sharma, N. (2014). Agile knowledge management: a survey of Indian perceptions. Innovations In Systems And Software Engineering, 10(4), 297-315. doi: 10.1007/s11334-014-0237-z
  • Skok, W. (2004). Knowledge management: Taxis Parisiens case study. Knowledge Management Research & Practice, 2(3), 147-154. doi: 10.1057/palgrave.kmrp.8500035
  • Spies, M., Clayton, A., & Noormohammadian, M. (2005). Knowledge management in a decentralized global financial services provider: a case study with Allianz Group. Knowledge Management Research & Practice, 3(1), 24-36. doi: 10.1057/palgrave.kmrp.8500046
  • Talib, A., & Abdullah, R. (2012). A Model of Information Technology as a Service (ITaaS) in Cloud Computing: A Case of Collaborative Knowledge Management System. 2012 International Conference On Advanced Computer Science Applications And Technologies (ACSAT). doi: 10.1109/acsat.2012.24
  • Tan, C. (2015). Enhancing knowledge sharing and research collaboration among academics: the role of knowledge management. Higher Education, 71(4), 525-556. doi: 10.1007/s10734-015-9922-6
  • Trujillo Torres, J. (2011). The Use of Podcasts in Higher Education: Communication, Innovation, Education and Knowledge Management. RUSC. Universities And Knowledge Society Journal, 8(2), 61. doi: 10.7238/rusc.v8i2.1047
  • Tsai, A. (2016). A hybrid model of knowledge management for new service development. Journal of Systems Science and Systems Engineering, 25(4), 424-447. doi: 10.1007/s11518-015-5280-2
  • Vassallo, P. (1999). The knowledge continuum ‐ organizing for research and scholarly communication. Internet Research, 9(3), 232-242. doi: 10.1108/10662249910274638
  • Villela, K., Santos, G., Schnaider, L., Rocha, A., & Travassos, G. (2005). The use of an enterprise ontology to support knowledge management in software development environments. Journal Of The Brazilian Computer Society, 11(2), 45-59. doi: 10.1007/bf03192375
  • Wang, S., & Hsu, S. (2004). A Web-based CBR knowledge management system for PC troubleshooting. The International Journal Of Advanced Manufacturing Technology, 23(7-8), 532-540. doi: 10.1007/s00170-003-1676-0
  • Wedman, J., & Wang, F. (2005). Knowledge management in higher education: A knowledge repository approach. Journal Of Computing In Higher Education, 17(1), 116-138. doi: 10.1007/bf02960229
  • Wiig, K. (1997). Knowledge Management: An Introduction and Perspective. Journal of Knowledge Management, 1(1), pp.6-14.
  • Winniford, M., Conger, S., & Erickson-Harris, L. (2009). Confusion in the Ranks: IT Service Management Practice and Terminology. Information Systems Management, 26(2), 153-163. doi: 10.1080/10580530902797532
  • Wu, J., Tseng, J., Yu, W., Yang, J., Lee, S., & Tsai, W. (2012). An integrated proactive knowledge management model for enhancing engineering services. Automation In Construction, 24, 81-88. doi: 10.1016/j.autcon.2012.02.006
  • Yan, Q., Xiang, F., Shi, X., & Zhu, Q. (2018). Implementation of Knowledge Management in Chinese Hospitals. Current Medical Science, 38(2), 372-378. doi: 10.1007/s11596-018-1888-z
  • Yu, M., Li, G., & Feng, J. (2015). A Cost-based Method for Location-Aware Publish/Subscribe Services. Proceedings Of The 24Th ACM International On Conference On Information And Knowledge Management - CIKM '15. doi: 10.1145/2806416.2806427
  • Zhang, D., Zhou, L., & Nunamaker Jr, J. (2002). A Knowledge Management Framework for the Support of Decision Making in Humanitarian Assistance/Disaster Relief. Knowledge And Information Systems, 4(3), 370-385. doi: 10.1007/s101150200012
  • Zhang, D., Hu, D., Xu, Y., & Zhang, H. (2012). A framework for design knowledge management and reuse for Product-Service Systems in construction machinery industry. Computers In Industry, 63(4), 328-337. doi: 10.1016/j.compind.2012.02.008
  • Zahner, J. (2002). Teachers explore knowledge management and E-learning as models for professional development. Techtrends, 46(3), 11-16. doi: 10.1007/bf02784836
There are 115 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Article
Authors

Tuana İrkey

Publication Date September 15, 2020
Submission Date March 24, 2020
Acceptance Date August 30, 2020
Published in Issue Year 2020

Cite

APA İrkey, T. (2020). KNOWLEDGE MANAGEMENT IN IT SERVICE MANAGEMENT: A SYSTEMATIC LITERATURE STUDY. International Journal of Management and Administration, 4(8), 281-302. https://doi.org/10.29064/ijma.708283

Dergide aşağıdaki alanların kapsamına giren nitelikli çalışmalar yayımlanabilir;

İşletme, İktisat, Çalışma Ekonomisi ve Endüstri İlişkileri, Maliye, Kamu Yönetimi ve Siyaset Bilimi, Ekonometri, Yönetim Bilişim Sistemleri, Eğitim Yönetimi, Sağlık Yönetimi, Turizm Yönetimi, Havacılık Yönetimi, Denizcilik İşletmeleri Yönetimi, Mühendislik ve Teknoloji Yönetimi, Enerji Yönetimi, Lojistik Yönetimi, Çevre Yönetimi, Medya ve İletişim Yönetimi, Afet Yönetimi, Multidisipliner Yönetim ve Ekonomi Çalışmaları.

 IJMA is licensed under a Creative Commons Attribution 4.0 International (CC BY-NC 4.0) License.