Defining the relationship between IT Service management and knowledge management: towards improved performance

ABSTRACT

Regarding the continuous changes in Information Technologies and the necessity for managing them, IT service management (ITSM) should be enriched with knowledge management (KM) to align with the requirements of the digital era. The aim of this research is to identify the relationship between ITSM and KM in order to set up a foundation for designing an integrated ITSM–KM model. Unlike the previous endeavours that only considered the general relationship between ITSM and KM, we focus on the relationship between processes and activities of them in detail. We applied fuzzy cognitive map (FCM) to identify the relationships in both process and activity levels. Also, we specified the key performance indicators of ITSM processes which will be improved in response to this integration using FAHP technique. The results of this research indicate that the efficiency and effectiveness of ITSM processes will increase when they are integrated with KM activities.

KEYWORDS:

• IT service management
• knowledge management
• itil processes
• fuzzy cognitive map
• key performance indicator

Disclosure of potential conflicts of interest

Acknowledgments Declaration of Interest Statement No potential conflict of interest was reported by the author(s).