BT HİZMET YÖNETİMİ ALANINDA BİLGİ YÖNETİMİ: SİSTEMATİK BİR LİTERATÜR ÇALIŞMASI

Öz

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.

Anahtar Kelimeler

• bilgi yönetimi
• bilişim teknolojileri hizmet yönetimi
• servis yönetimi
• sistematik literatür taraması

KNOWLEDGE MANAGEMENT IN IT SERVICE MANAGEMENT: A SYSTEMATIC LITERATURE STUDY

Öz

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.

Anahtar Kelimeler

• knowledge management
• information technology service management
• service management
• systematic literature review

Kaynakça

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