Please use this identifier to cite or link to this item: http://hdl.handle.net/10609/146046
|Definició d'un sistema de gestió del coneixement per a l'organització IT
|Diaz Plana, Miquel
Ferrer Jaureguizar, Xavier
|Knowledge serves to understand the environment, allows interpretation, knowledge and consequently action. Today, companies and organizations tend to have more or less of their documented processes, but in many cases they do not have systems that add value to the task of managing their own knowledge. The main objective of this paper is to define a reference knowledge management system for the IT organization, initially focused on managing knowledge in the field of problem and incident management; integrated and aligned with the IT organization's Service Desk. The paper aims to define the design of a knowledge management model that improves the quality of the decision-making process. That leads to a more efficient and higher quality IT service provision by increasing its availability and reducing costs. Following the recommendations of best practices, regulations and standards, the main process, roles and activities of knowledge management and its metrics are defined. In addition, the continuity of the design is considered considering the implementation of the defined process addressing the study of the most appropriate market tools and, finally, the alignment of the learning management is considered as part of the knowledge management model.
companies and organizations
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|Bachelor thesis, research projects, etc.
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