@inproceedings{05034863f13b466c9b04b773777b34b0,
title = "Knowledge Sharing in Financial Institutions to Assist with IT Service Management: A Thematic Analysis",
abstract = "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.",
keywords = "Applications, Financial Institutions, Knowledge, Knowledge Sharing, Service Management",
author = "Niemand, \{Cornelius J.P.\} and Josef Langerman",
note = "Publisher Copyright: {\textcopyright} 2024 by Paper published under CC license (CC BY-NC-ND 4.0); 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 ; Conference date: 17-11-2024 Through 19-11-2024",
year = "2024",
doi = "10.5220/0012998600003838",
language = "English",
series = "International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management, IC3K - Proceedings",
publisher = "Science and Technology Publications, Lda",
pages = "305--315",
editor = "Le Gruenwald and Elio Masciari and Jorge Bernardino",
booktitle = "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",
}