Knowledge Management in It Service Management: A Systematic Literature Study

Abstract

Knowledge management is considered key to the success of organizations today and is critical in knowledge-intensive areas such as the service sector. This study aims to understand knowledge management focus in service organizations, to identify research gaps in the field, and to shape the knowledge management approach in Information Technology Service Management (ITSM). Firstly, the basics of knowledge management and service management will be explained then a systematic literature review will be conducted on academic literature focusing on service organizations. Finally, the results of the study will be shared, and suggestions will be made for future studies.