Knowledge management in information technology service management: A human performance technology case

This study aims to present the general view of the information technology service management (ITSM) and knowledge management relationship and to examine the effects of knowledge management on ITSM performance. To answer the defined research questions, a systematic literature review (SLR) was conducted initially. The present trend in the field has been understood and research gaps have become visible with the evaluation of the literature findings. The need for research focusing not only on knowledge management but also on many service application areas including business continuity and crisis management has arisen. The SLR findings also formed the basis for the second part of the study. To understand the effect of knowledge management on ITSM performance, a Human Performance Technology (IPT) case study using the performance improvement model developed by Pershing (2006) was conducted. The case company has seen improvement in service metrics defined and on their overall organizational performance, which showed that knowledge management has a positive effect on the ITSM performance.