Supporting knowledge transfer in web‐based managed IT support

The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after‐sales IT support, when the web is used for service delivery.

The paper features an interpretive case study of a multi‐national Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.

The paper finds that MSPs that use web‐based channels for the provision of after‐sales IT support services need to address a range of important social and organisational issues in order to realise cost and efficiency‐based benefits.

The paper provides a four stage processual model of knowledge transfer in the provision of web‐based managed after‐sales IT support services. The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is required.

The paper highlights some important social and organisational enablers and barriers, which will guide MSPs when providing managed after‐sales IT support using web‐based channels.

The paper provides the first staged model of inter‐organisational knowledge transfer in a complex multi‐organisational and multi‐channel web‐based context.