Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques

Michal Dostál, Jan Skrbek

2020

Abstract

Knowledge management and Service Desk are both important topics for successful companies. Good knowledge management practices in Service Desk can improve the quality of delivered service and therefore improve the competitiveness of the company. Based on the literature research followed by analysis we describe and propose methods, tools, and techniques that are or could be used in the Service Desk environment. The methods, tools, and techniques are described according to the phase of knowledge management and the Service Desk activities. This research paper presents a part of work-in-progress research and represents a good base for follow-up research on this topic.

Paper Citation

in Harvard Style

Dostál M. and Skrbek J. (2020). Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques. In Proceedings of the 12th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2020) - Volume 3: KMIS; ISBN 978-989-758-474-9, SciTePress, pages 196-203. DOI: 10.5220/0010142201960203

in Bibtex Style

@conference{kmis20,
author={Michal Dostál and Jan Skrbek},
title={Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques},
booktitle={Proceedings of the 12th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2020) - Volume 3: KMIS},
year={2020},
pages={196-203},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010142201960203},
isbn={978-989-758-474-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 12th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2020) - Volume 3: KMIS
TI - Knowledge Management in Service Desk Environment: An Overview of Methods, Tools and Techniques
SN - 978-989-758-474-9
AU - Dostál M.
AU - Skrbek J.
PY - 2020
SP - 196
EP - 203
DO - 10.5220/0010142201960203
PB - SciTePress