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Please use this identifier to cite or link to this item: https://ptsldigital.ukm.my/jspui/handle/123456789/579270
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dc.contributor.authorOngowarsito H
dc.contributor.authorCandra S
dc.contributor.authorJohan
dc.contributor.authorWirawan C
dc.date.accessioned2023-11-06T03:19:12Z-
dc.date.available2023-11-06T03:19:12Z-
dc.date.issued2016-07
dc.identifier.issn0128-7702
dc.identifier.otherukmvital:116568
dc.identifier.urihttps://ptsldigital.ukm.my/jspui/handle/123456789/579270-
dc.descriptionThe 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.
dc.language.isoen
dc.publisherUniversiti Putra Malaysia Press
dc.relation.haspartPertanika Journals
dc.relation.urihttp://www.pertanika.upm.edu.my/regular_issues.php?jtype=3&journal=JSSH-24-S-7
dc.rightsUPM
dc.subjectKnowledge management
dc.subjectServices
dc.subjectDelivery
dc.subjectITIL
dc.titleKnowledge management function design in PT X*
dc.typeJournal Article
dc.format.volume24
dc.format.pages177-190
dc.format.issueSpecial Issue
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