Optimization of ITSM Processes by Knowledge Management

This thesis evaluates how the operative IT service management (ITSM) processes can be supported and optimized by the introduction of selected knowledge management methods. For this reason, it evaluates the usefulness and applicability of existing knowledge management recommendations for ITSM as a first step. Particular emphasis is placed on IT Infrastructure Library (ITIL) as de facto standard for ITSM. These recommendations are complemented by new knowledge management methods, which arose through technological innovations especially from the area of enterprise 2.0. All recommended knowledge management methods are evaluated against the requirements of the various operative ITSM processes and the theoretical findings and concepts of knowledge management. As a result, the actual usefulness and applicability of the individual, recommended methods is assessed. These recommendations are subsequently modified where appropriate to be able to actually increase the efficiency and effectiveness of the ITSM processes. As a further result, this thesis outlines fundamental and appropriate knowledge management methods which generally can be applied in ITSM organizations. ITSM organizations can differ considerably regarding their internal structure, the type of their provided IT services, and many more influencing factors. Hence, these fundamental, generally applicable knowledge management methods have to be adopted for any specific ITSM organization. In this thesis, this is done for the specific case of DeLaval Information Services (IS). The outlined recommendations are adopted and specified in detail to be suited for an introduction at IS. Furthermore, assistance is given for their successful introduction.