KNOWLEDGE MANAGEMENT IN IT SERVICE MANAGEMENT: A SYSTEMATIC LITERATURE STUDY

Tuana İrkey

doi:10.29064/ijma.708283

Derleme

BT HİZMET YÖNETİMİ ALANINDA BİLGİ YÖNETİMİ: SİSTEMATİK BİR LİTERATÜR ÇALIŞMASI

Yıl 2020, Cilt: 4 Sayı: 8, 281 - 302, 15.09.2020

Tuana İrkey

https://doi.org/10.29064/ijma.708283

Cited By: 1

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

Kaynakça

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