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Knowledge Management System And Standard Operating Procedure For IT Industries


Jibin G Joy , R V College of Engineering Bangalore, India; Geetha V, R V College of Engineering Bangalore, India


Incident Management, Knowledge Management System (KMS), Standard Operating Procedure (SOP), Ticket.


In search of the possibilities for providing best service to their clients, Most of the service Based I.T Organisations came up with idea of Knowledge Management System which helps them to focus on Knowledge Centric approach. The purpose of Knowledge Management System is to deliver value to an organization. The goal of KM is to harness knowledge resources and knowledge capabilities of the business to enable the organization to learn and adapt to its changing environment. Therefore, KM practices aim to draw out the tacit knowledge people have acquired, what they carry around with them, what they observe and learn from their experience, rather than what is usually explicitly stated. The knowledge executive process is about acquisition, creation, packaging, and application or reuse of knowledge. Standard Operating Procedures helps the industries to get detailed view of the clients and help Organisation to serve their clients in most successful manner.

Other Details

Paper ID: IJSRDV2I3313
Published in: Volume : 2, Issue : 3
Publication Date: 01/06/2014
Page(s): 622-624

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