Service desk knowledge mapping: The case of an international airport

Abstract

The present research investigates implementation of Knowledge Management techniques, particularly knowledge mapping, to the field of Information Technologies (IT) Service Management at the example of the Service Desk department of an international airport. The present work contributes to the fields of Knowledge Management and IT Service Management, first time introducing Knowledge Management approach to the Service Desk department-specific valuable knowledge. The managerial recommendations based on the results of the research provide the practical value of the investigation.