Optimalizace metod managementu znalostí v Service Desku
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Disertační práce se zabývá tématem optimalizace metod, nástrojů a technik managementu znalostí v Service Desku. Pro správný chod Service Desku, a potažmo i celého řízení IT služeb podniku, je důležité řízení znalosti. Service Desklze považovat za znalostně intenzivní oddělení, a proto je potřebabrát v úvahu znalostní aspekty činností, které tam probíhají. Cílem této disertační práce je navrhnout v souvislosti s těmito činnostmi optimalizaci vybraných metod, nástrojů a technik používaných k managementu znalostí. V práci je nejprve popisován výzkum daných metod, nástrojů a technik managementu znalostí, které jsou v Service Desku používány, nebo mají pro dané použití potenciál. Byl tak sestaven přehled metod managementu znalostí, které jsou v práci klasifikovány dle jejich příslušnosti k cyklu managementu znalostí a analyzovány mmj. z hlediska možnosti užívat jejich digitální podobu či aplikovat na ně pokročilé technologie. Na základě získaných znalostí a jejich komparací s realitou v rámci spolupráce s praxí byly identifikovány konkrétní případy užití vybraných metod, které jsou zatíženy specifickými problémy. Pro řešení těchto problémů a optimalizaci souvisejících metod jsou v této disertační práci navrženy dva konceptuální artefakty dle metodiky Design Science. V práci je dále popsána ex-ante evaluace hodnotící, zda navržené konceptuální artefakty mohou sloužit jako řešení popisovaných problémů.
This doctoral thesis deals with the topic of optimization of knowledge management methods, tools and techniques in the Service Desk environment. Knowledge management is very important for proper operation of th Service Desk, and by extension the entire management of the company's IT services. Service Desk is considered a enquoteknowledge intensive department and therefore the knowledge aspects of the activities that take place there need to be taken into account. The aim of this doctoral thesis is to propose optimization of selected methods, tools and techniques used for knowledge management in connection with these activities. The thesis first describes the research of the given knowledge management methods, tools and techniques that are used in the Service Desk, or have the potential for the given use. An overview of knowledge management methods was thus compiled. The methods are classified in the work according to their affiliation to the knowledge management cycle and analyzed, among other things, in terms of the possibility of using their digital form or applying advanced technologies to them. On the basis of the acquired knowledge and their comparison with reality within the framework of cooperation with practice, specific cases of the use of selected methods, which are burdened with specific problems, were identified. In order to solve these problems and optimize related methods, two conceptual artifacts are proposed in this dissertation according to the Design Science methodology. The work also describes an ex-ante evaluation assessing whether the proposed conceptual artifacts can serve as a solution to the described problems.
This doctoral thesis deals with the topic of optimization of knowledge management methods, tools and techniques in the Service Desk environment. Knowledge management is very important for proper operation of th Service Desk, and by extension the entire management of the company's IT services. Service Desk is considered a enquoteknowledge intensive department and therefore the knowledge aspects of the activities that take place there need to be taken into account. The aim of this doctoral thesis is to propose optimization of selected methods, tools and techniques used for knowledge management in connection with these activities. The thesis first describes the research of the given knowledge management methods, tools and techniques that are used in the Service Desk, or have the potential for the given use. An overview of knowledge management methods was thus compiled. The methods are classified in the work according to their affiliation to the knowledge management cycle and analyzed, among other things, in terms of the possibility of using their digital form or applying advanced technologies to them. On the basis of the acquired knowledge and their comparison with reality within the framework of cooperation with practice, specific cases of the use of selected methods, which are burdened with specific problems, were identified. In order to solve these problems and optimize related methods, two conceptual artifacts are proposed in this dissertation according to the Design Science methodology. The work also describes an ex-ante evaluation assessing whether the proposed conceptual artifacts can serve as a solution to the described problems.
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Management znalostí, Service Desk, Incident management, Onboarding, Knowledge management, Service Desk, Incident management, Onboarding