e-ISSN 2231-8534
ISSN 0128-7702

Home / Special Issue / JSSH Vol. 24 (S) Jul. 2016 / JSSH-S0235-2016


Knowledge Management Function Design in PT X*

Ongowarsito, H., Candra, S., Johan and Wirawan, C.

Pertanika Journal of Social Science and Humanities, Volume 24, Issue S, July 2016

Keywords: Knowledge management, services, delivery, ITIL

Published on: 25 Nov 2016

The purpose of this research is to provide understanding of knowledge management function in PT X for technical account managers in premier delivery, improving business processes, pooling redundant tasks and simplifying onboarding processes. The analysis and modelling method used was in accordance with ITIL v3 (2011), one of the most widely used IT management tools. It was found that employees experiencing work overload can benefit greatly from the establishment of knowledge management. Previously, there was limited knowledge management in PT X, and also, it was not specific to the needs of PT X. Expected results of this research were a change in process and establishment of a new function within PT X. This project will benefit users in improving processes, gathering and distributing knowledge and offloading some amount of workload experienced by technical account managers in PT X by using knowledge management.

ISSN 0128-7702

e-ISSN 2231-8534

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