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Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …
A Strategic Information System Perspective For The Adoption Of E-Commerce In Smes, Sim Lau
A Strategic Information System Perspective For The Adoption Of E-Commerce In Smes, Sim Lau
Dr Sim Kim Lau
No abstract provided.
The Customization Of Knowledge Management Techniques In Information Technology Help Desk, Kar Yin Leung, Sim Lau, Geng Liang
The Customization Of Knowledge Management Techniques In Information Technology Help Desk, Kar Yin Leung, Sim Lau, Geng Liang
Dr Sim Kim Lau
Information Technology (IT) has converted a majority of organizational activities to automatic and electronicbased. This conversion greatly increases Help Desk (HD)'s coverage on IT related areas. Alternatively, the adoption of business process reengineering and downsizing has led to the shrinkage of the size of HD. This not only leads to the loss of priceless knowledge, but also coerces HD to provide more service with less staff - the outcome is clear that users have to wait comparably longer before HD staff is available. This paper describes how generic Knowledge Management process can be customized to improve support process in HD.