Improving the Problem Management Process from Knowledge Management Perspective

IT organizations are continuously looking for systematic methods to manage IT services. Combining IT service management processes and knowledge management processes is an interesting topic because knowledge management will be included in the next release of IT Infrastructure Library (ITIL). In this paper, we focus on examining how knowledge management can be used to support the improvement of the ITIL-based problem management process. The research question in this paper is: how to improve the software problem management process by using a knowledge management framework. We use a case study research method to examine how an IT service provider identifies, creates, stores, shares and uses the knowledge of software problems. The main contribution of this paper is to provide a list of process improvement ideas collected during a knowledge management study in the case organization: TietoEnator Energy, Finland.

[1]  Joseph Richard Schofield,et al.  Defect Management Through the Personal Software Process , 2003 .

[2]  Robert G. Mays,et al.  Experiences with Defect Prevention , 1990, IBM Syst. J..

[3]  Frank Bomarius,et al.  Get Your Experience Factory Ready for the Next Decade: Ten Years After "How to Build and Run One" , 2006, PROFES.

[4]  Frank Bomarius,et al.  Get Your Experience Factory Ready for the Next Decade--Ten Years after "How to Build and Run One"-- , 2007, 29th International Conference on Software Engineering (ICSE'07 Companion).

[5]  R. Yin.  Case Study Research: Design and Methods , 1984 .

[6]  Chi Fai Cheung,et al.  A multi-perspective knowledge-based system for customer service management , 2003, Expert Syst. Appl..

[7]  M. Kajko-Mattsson,et al.  Corrective maintenance maturity model (CM/sup 3/): maintainer's education and training , 2001, Proceedings of the 23rd International Conference on Software Engineering. ICSE 2001.

[8]  Yogesh Malhotra,et al.  Integrating knowledge management technologies in organizational business processes: getting real time enterprises to deliver real business performance , 2005, J. Knowl. Manag..

[9]  K. Eisenhardt.  Building theories from case study research , 1989, STUDI ORGANIZZATIVI.

[10]  Stefan Biffl,et al.  Evaluating defect estimation models with major defects , 2003, J. Syst. Softw..

[11]  Dorothy E. Leidner,et al.  Studying Knowledge Management in Information Systems Resarch: Discourses and Theoretical Assumptions , 2002, MIS Q..

[12]  Pankaj Jalote,et al.  CMM in Practice: Processes for Executing Software Projects at Infosys , 1999 .

[13]  Jie Yang,et al.  Knowledge value chain , 2000 .

[14]  Walter Brenner,et al.  European Conference on Information Systems ( ECIS ) 2005 Service Oriented IT Management : Benefit , Cost and Success Factors , 2017 .

[15]  Dewayne E. Perry,et al.  A case study in root cause defect analysis , 2000, Proceedings of the 2000 International Conference on Software Engineering. ICSE 2000 the New Millennium.

[16]  Paul Iske,et al.  Connected brains: Question and answer systems for knowledge sharing: concepts, implementation and return on investment , 2005, J. Knowl. Manag..

[17]  William A. Florac.  Software Quality Measurement: A Framework for Counting Problems and Defects , 1992 .

[18]  Mira Kajko-Mattsson,et al.  Problem management maturity within corrective maintenance , 2002, J. Softw. Maintenance Res. Pract..