Enablers for Effective Knowledge Application Capability in Information Technology Service Desk Function in Australia

Abdulazeez Fathi


This paper aims to identify factors that could affect knowledge application capability effectiveness (KACE) in information technology service management (ITSM) context. One of the most important parts of ITSM is IT service desk (SD) function that maintains and keeps IT services running. Such function deals with various IT problems and incidents on a daily basis. The problems and incidents are addressed using available knowledge resources (i.e., organizational knowledge and personal knowledge). Building on the literature of knowledge management (KM) in ITSM, it has been noted that research has been focusing on knowledge creation (KC) and sharing while neglecting the importance of knowledge application or implementation. Research in the field of KM and IT services shows that it is not KC and sharing per se that create value or improve the performance of functions in organizations (i.e., ITSM), but the effectiveness of knowledge implantation. Individuals have several reasons to create and access knowledge but not apply it. Causes are not clear to date, but include lack of opportunity and time, risk, and distrust of the source of knowledge. Our review of IT service literature suggests that the effectiveness of knowledge application will improve the performance of IT SD function (e.g., reduce time of handling incidents). Identifying factors that help influence KACE in IT SD function is a significant aspect for ITSM. This study employed a set of semi-structured interviews for purpose of identifying factors that facilities KACE in ITSM. Four major factors are shown to be related to the extent to which IT SD managers feel that KACE can be influenced immensely. The results are founded on a qualitative data in which manual and computer-aided content analysis was undertaken of 23 IT SD managers in higher education sector in Austrian (HESA). The results are based on work conducted in the IT SD function in HESA, thereby the findings are specific to that setting.

Aus. J. Bus. Sco S. & IT. Vol 6(1), January 2020, P 1-14.


Information Technology Services; Information Technology Service Desk Function; Incident Management; Knowledge Management Employee-driven Innovation

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