KNOWLEDGE MANAGEMENT IMPACT ON MEAN TIME TO RESOLUTION (MTTR), TRAINING COST AND KNOWLEDGE RETENTION
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Date
2009
Authors
GANESH, LEENA DEVI
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Abstract
The purpose of this research is to examine the impact of Knowledge Management
(KM) tool on Mean-Time-To-Resolution (MTTR), training cost and its contribution
towards knowledge retention within an IT Application Support environment in an
MNC. A case study approach was taken using multiple sources of data from within
the organization including semi-structured interviews, participant-observation and
secondary data collection from KM tool. There are three main issues impacting the
MNC IT team, which consists of longer time to resolve failed IT or business system,
extended training hours and knowledge retention from key talents. The findings from
the research revealed the use of KM tool within IT Application Support environment
reduces MTTR which signals faster incident resolution. The number of hours spent
by analysts on training using KM tool is significantly shorter compared to those who
did not use it. The reduction in MTTR and training time implies better knowledge
retention level in the organization
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Keywords
KNOWLEDGE MANAGEMENT , TRAINING COST