A Study to Analyze the Impact of Knowledge Management (KM) practices in IT Service Delivery Industry in India

Barakath Ali Shaik Mohamed, Et Al

doi:10.17762/turcomat.v12i4.490

Abstract

Information Technology (IT) Industry in India is growing fast. Organizations across the world are outsourcing the IT services to take advantage of cost and time differences. India plays vital role in supporting the outsourcing services by taking advantage of the language skills and skilled workforce. Knowledge Management (KM) is critical for the continuity of the services and success of the organisations in different domains. This paper analysis the impact of Knowledge Management in Information Technology (IT) Service Delivery Industry in India. The study reveals Knowledge Management improves the performance of the Service Delivery organization. Methodical implementation and continuous improvement of Knowledge Management practices would further accelerate and improve the customer experience.

Highlights

Global business environment becomes increasingly competitive day by day
Systematic Knowledge Management implementation in the Information Technology (IT) Service Delivery organization helps to better track the tickets raised by the customers, provides self-service opportunities for the customers and improves the support response and resolution time
The analyses reveals the ticket volume trend is getting reduced over the period of time and overall Customer satisfaction is improving month on month basis

Summary

Introduction

There is a growing need for servicebased organizations to adopt the best practices, tools and methodologies as part of implementation of Information. Information Technology service provider organizations have either implemented or in the process of implementing the Information Technology Infrastructure Library (ITIL) framework to continuously measure and monitor their Information Technology operations to improve service delivery and customer satisfaction. Knowledge Administration is a critical step in Service evolution phase of Information. While few larger service providers through experience have matured their service management process over the years, many small, medium, and few large organizations still face significant challenges in improving service management processes.

Methods

Results

Conclusion