Improving the problem management process from knowledge management perspective

  • Authors:

  • Marko Jäntti;Aki Miettinen;Niko Pylkkänen;Tommi Kainulainen

  • Affiliations:

  • University of Kuopio, Department of Computer Science, Kuopio, Finland;University of Kuopio, Department of Computer Science, Kuopio, Finland;University of Kuopio, Department of Computer Science, Kuopio, Finland;University of Kuopio, Department of Computer Science, Kuopio, Finland

  • Venue:
  • PROFES'07 Proceedings of the 8th international conference on Product-Focused Software Process Improvement
  • Year:
  • 2007

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Abstract

IT organizations are continuously looking for systematic methods to manage IT services. Combining IT service management processes and knowledge management processes is an interesting topic because knowledge management will be included in the next release of IT Infrastructure Library (ITIL). In this paper, we focus on examining how knowledge management can be used to support the improvement of the ITIL-based problem management process. The research question in this paper is: how to improve the software problem management process by using a knowledge management framework. We use a case study research method to examine how an IT service provider identifies, creates, stores, shares and uses the knowledge of software problems. The main contribution of this paper is to provide a list of process improvement ideas collected during a knowledge management study in the case organization: TietoEnator Energy, Finland.