Please use this identifier to cite or link to this item:
https://ptsldigital.ukm.my/jspui/handle/123456789/579270| Title: | Knowledge management function design in PT X* |
| Authors: | Ongowarsito H Candra S Johan Wirawan C |
| Keywords: | Knowledge management Services Delivery ITIL |
| Issue Date: | Jul-2016 |
| Description: | The purpose of this research is to provide understanding of knowledge management function in PT X for technical account managers in premier delivery, improving business processes, pooling redundant tasks and simplifying onboarding processes. The analysis and modelling method used was in accordance with ITIL v3 (2011), one of the most widely used IT management tools. It was found that employees experiencing work overload can benefit greatly from the establishment of knowledge management. Previously, there was limited knowledge management in PT X, and also, it was not specific to the needs of PT X. Expected results of this research were a change in process and establishment of a new function within PT X. This project will benefit users in improving processes, gathering and distributing knowledge and offloading some amount of workload experienced by technical account managers in PT X by using knowledge management. |
| News Source: | Pertanika Journals |
| ISSN: | 0128-7702 |
| Volume: | 24 |
| Pages: | 177-190 |
| Publisher: | Universiti Putra Malaysia Press |
| Appears in Collections: | Journal Content Pages/ Kandungan Halaman Jurnal |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| ukmvital_116568+Source01+Source010.PDF | 374.72 kB | Adobe PDF |  View/Open |
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