TY - GEN
T1 - Knowledge Sharing in Financial Institutions to Assist with IT Service Management
T2 - 16th International Conference on Knowledge Management and Information Systems, KMIS 2024 as part of 16th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management, IC3K 2024
AU - Niemand, Cornelius J.P.
AU - Langerman, Josef
N1 - Publisher Copyright:
© 2024 by Paper published under CC license (CC BY-NC-ND 4.0)
PY - 2024
Y1 - 2024
N2 - The applications and services provided by financial institutions are important to individuals and economies. These applications and services are fragile because of service failures that are inherent in technology. The purpose of this article is to show how knowledge management can mitigate service disruption in financial institutions. By using bibliometric analysis and a structured literature review based on the PRISMA 2020 guidelines, we identified five major themes that drive knowledge management (KM) practices in information technology (IT) management in financial institutions. These themes identified are centered on the organizational environment, the motivation of employees, the people profile for example gender and race, and lastly the use of technology. By bolstering these KM practices in the IT service management (ITSM) of financial institutions we hope to shorten the time between system failures and shorten the actual time to repair failures. Knowledge management in IT management and especially ITSM is under-researched in financial institutions, and the KM themes identified provide some signposts to improved collaboration and better theorisation.
AB - The applications and services provided by financial institutions are important to individuals and economies. These applications and services are fragile because of service failures that are inherent in technology. The purpose of this article is to show how knowledge management can mitigate service disruption in financial institutions. By using bibliometric analysis and a structured literature review based on the PRISMA 2020 guidelines, we identified five major themes that drive knowledge management (KM) practices in information technology (IT) management in financial institutions. These themes identified are centered on the organizational environment, the motivation of employees, the people profile for example gender and race, and lastly the use of technology. By bolstering these KM practices in the IT service management (ITSM) of financial institutions we hope to shorten the time between system failures and shorten the actual time to repair failures. Knowledge management in IT management and especially ITSM is under-researched in financial institutions, and the KM themes identified provide some signposts to improved collaboration and better theorisation.
KW - Applications
KW - Financial Institutions
KW - Knowledge
KW - Knowledge Sharing
KW - Service Management
UR - http://www.scopus.com/inward/record.url?scp=85215502959&partnerID=8YFLogxK
U2 - 10.5220/0012998600003838
DO - 10.5220/0012998600003838
M3 - Conference contribution
AN - SCOPUS:85215502959
T3 - International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management, IC3K - Proceedings
SP - 305
EP - 315
BT - 16th International Conference on Knowledge Management and Information Systems, KMIS 2024 as part of IC3K 2024 - Proceedings of the 16th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management
A2 - Gruenwald, Le
A2 - Masciari, Elio
A2 - Bernardino, Jorge
PB - Science and Technology Publications, Lda
Y2 - 17 November 2024 through 19 November 2024
ER -