KNOWLEDGE MANAGEMENT IMPACT ON MEAN TIME TO RESOLUTION (MTTR), TRAINING COST AND KNOWLEDGE RETENTION

dc.contributor.author	GANESH, LEENA DEVI
dc.date.accessioned	2016-01-15T08:01:55Z
dc.date.available	2016-01-15T08:01:55Z
dc.date.issued	2009
dc.description.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	en_US
dc.identifier.uri	http://hdl.handle.net/123456789/1629
dc.subject	KNOWLEDGE MANAGEMENT	en_US
dc.subject	TRAINING COST	en_US
dc.title	KNOWLEDGE MANAGEMENT IMPACT ON MEAN TIME TO RESOLUTION (MTTR), TRAINING COST AND KNOWLEDGE RETENTION	en_US
dc.type	Thesis	en_US

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