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Measuring Business Feedback Cycles as Enhancement of the Support Knowledge Engineering Process

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Practical Aspects of Knowledge Management (PAKM 2006)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 4333))

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Abstract

Supporting business processes through knowledge management technologies is one of the key factors in the today’s industry. The former technologically related organizations now have to orient themselves to the business strategy of the company, which they must support with their offered IT services. IT processes has to become more transparent and better manageable. It is fundamental to visualize service prosperities to satisfy customer needs. Different business processes and the potentials of supporting them need knowledge management measures. We illustrate the applicability and possibilities of IT service management and appropriate support services in business processes especial in the field of incident management requiring a novel feedback cycle and associated measures to assist such service support processes. A prototypical realization was implemented as manageable knowledge desk.

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Author information

Authors and Affiliations

  1. Department of, Electrical Engineering and Computer Science, Institute of Knowledge Based Systems and Knowledge Management, Hoelderlinstraße 3, 57068, Siegen, Germany

    Alexander Holland & Madjid Fathi

Authors
  1. Alexander Holland
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  2. Madjid Fathi
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Editor information

Editors and Affiliations

  1. Institute for Information and Process Management, University of Applied Sciences St. Gallen, Teufener Strasse 2, 9000, St. Gallen, Switzerland

    Ulrich Reimer

  2. Faculty of Computer Science, Department of Knowledge and Business Engineering, University of Vienna, Bruenner Str. 72, 1210, Vienna, Austria

    Dimitris Karagiannis

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© 2006 Springer-Verlag Berlin Heidelberg

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Holland, A., Fathi, M. (2006). Measuring Business Feedback Cycles as Enhancement of the Support Knowledge Engineering Process. In: Reimer, U., Karagiannis, D. (eds) Practical Aspects of Knowledge Management. PAKM 2006. Lecture Notes in Computer Science(), vol 4333. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11944935_10

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  • DOI: https://doi.org/10.1007/11944935_10

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-49998-5

  • Online ISBN: 978-3-540-49999-2

  • eBook Packages: Computer ScienceComputer Science (R0)

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