A study of integrated KM in IT support services companies

Abstract

PurposeThe purpose of this paper is to develop and evaluate a good knowledge management (KM) framework for IT services companies to provide an integrated approach to IT services for efficient knowledge management.Design/methodology/approachThe framework is evaluated at three Indian IT organizations providing global IT services with successful KM programs dedicated to services. Expert interviews were conducted with senior management involved in the KM programs. Information collected was used for studying the KM framework implemented by each organization for services and then content analyzed and evaluated.FindingsThe paper provides evidence of various strategic, technological critical factors influencing the success of KM programs in IT services companies. Organizations with successful KM programs typically adapt attrition control measures, rewards and recognitions. Application of key enabler tools of KM help in robust knowledge management, reducing cost to client, helping companies to excel better.Research limitations/implicationsInterviews are limited to three large companies in the Bangalore region. Future in‐depth studies across regions, with a mix of medium/large organizations would benefit from a larger and more diverse sample.Practical implicationsIt is suggested that IT services organizations develop specific capabilities to create knowledge management system (KMS) for productivity benefits and increased profitability. To provide clear benchmarks for developing these capabilities, mainly from the outsourcing point of view, a KM framework for IT services is provided.Originality/valueIntegrated KMS is discussed from a unique perspective of IT services by integrating knowledge management and IT services. The paper also reviews customers' expectations from IT service providers. The paper conducts preliminary evaluation of the KM framework for IT services and provides a broader view for future research opportunities.