In this paper we describe the results of an empirical study about the information needs of
system administrators. This study is based on an electronic survey with more than 200 …

In this paper we describe the results of an empirical study about the information needs of
system administrators in large scale Information Technology (IT) service delivery …

The three commonly accepted pillars of Knowledge Management (KM) are people, process,
and technology. They work hand in hand and are equally important to make KM happen. But …

As global competition continues to heighten, organizations are realizing they must effectively
use and manage employee knowledge to remain competitive. Information technology (IT) …

The practice of knowledge management was initiated to leverage an organization's
collective knowledge by managing the processes of creating, preserving, using, and sharing …

Service desks are used by customers to report IT issues in enterprise systems. Most of these
service requests are resolved by level-1 persons (service desk attendants) by providing …

This study explores key factors affecting the usage of information technology (IT) tools in
support of knowledge sharing in service organizations in Hong Kong. In a case study of five …

The impact of Information Technology on managing enterprises continues unabated.
Realizing the potential of IT has become a critical concern as the investments mount …

This research evaluates the effect of task/technology fît as an antecedent to individuals' IT
usage choices. The research is derived broadly from the Technology Acceptance Model …

Slogan-like arguments from knowledge management literature suggest that reuse of
externalized knowledge is fundamental for improved efficiency, reduced costs, and reduced …