Modelo de processo de gestão do conhecimento para centrais de serviços de TI

Abstract

Maintaining the knowledge about the daily activities of organizations is a big challenge. Many organizations consider necessary to have some form of knowledge management and that it should be treated as strategic priorities. This context also applies to sectors of Information Technology (IT), mainly because it is an area that is in constant updates both regarding the emergence of new technologies and the high employee turnover rate, which is specific for the sector, especially in the public sphere. In this sense, this work aims to build a process model that deals with knowledge management in IT support services with focus on the function of IT service desk. This work also aims at the application of the process in an Education, Science and Technology Federal Institute. For this, a field research was applied to professionals of Information Technology of Federal Institutes in order to better understand the current state of knowledge management. The results of this research served as basis for the construction of the process model, which was developed using BPMN notation and is based on good practices of IT service management of ITIL library and in the concepts of knowledge management, mainly those presented by KCS methodology. After the process design, the observation of its application at Federal Institute of Rio Grande do Norte was performed with the objective of collecting the experience data obtained in the implantation of the process in a real environment.