The Architecture of Cognition
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Nowadays the organizations need to increase the efficiency rate of the service support, responding faster occurrences (e.g. in internal support like help-desk or end user support). The use of Knowledge Management (KM) platforms is becoming a solution adopted by most organizations. However, the way how this knowledge is organized and managed together remains a problem that affects the quality of the services provided. To contribute to the solution of this problem, in this paper it is presented a Conceptual Model, in the framework of KM to a telecommunications organization or services, applying best practices as the use of Information Technology Infrastructure Library (ITIL). This framework should help answer questions regarding: How extent to which the explicit knowledge is useful for organizations? Are the employees feedback taken into consideration? It is important to understand the difference between an incident and a problem, and to what extent this distinction contributes together with knowledge management and end user support. With this approach it is intended to analyze the extent to which the information available in electronic document is useful for the organization, taking into account the ever-changing technology markets.