A Re-Distributed Knowledge Management Framework in Help Desk

Abstract

In the past two decades, the widespread application of Information Technology (IT) has resulted in majority of organizational activities being automated and computerized. In order to solve business problems, gain competitive advantage and sustain organizational improvement, organizations have been investing heavily in IT and business information systems development. Consequently, the complexity of business systems has created an infinite number of technical and functional problems. This complexity also means that users are not able to work at optimal productivity when they encounter technical problems related to the system. Organization may face potential loss in income, whether direct or indirect, immediate or in the future. Help Desks (HD) were established to provide technical support to users when they encounter technical problems related to hardware, software, application programs and network connections.

Key Terms in this Chapter

Knowledge Management: A formal and direct process used to manage and capitalize on knowledge that accumulates in the workplace.

Ontology: A machine-readable specification of a conceptualization in which the type of concepts used and the constraints on their use are explicitly defined.

Simple and Routine Enquiry: Refers to technical problem that can be solved by user if adequate relevant information is provided without direct or indirect intervention from HD staffs.

Re-Distributed Knowledge Management Framework: A mechanism that allows HD to manage both tacit and explicit knowledge. It also provides a practical way to ease the overloaded HD by re-distributing simple and routine enquires to user self-help KMS.