Knowledge Sharing in Financial Institutions to Assist with IT Service Management: A Thematic Analysis

Cornelius Niemand, Josef Langerman

2024

Abstract

The applications and services provided by financial institutions are important to individuals and economies. These applications and services are fragile because of service failures that are inherent in technology. The purpose of this article is to show how knowledge management can mitigate service disruption in financial institutions. By using bibliometric analysis and a structured literature review based on the PRISMA 2020 guidelines, we identified five major themes that drive knowledge management (KM) practices in information technology (IT) management in financial institutions. These themes identified are centered on the organizational environment, the motivation of employees, the people profile for example gender and race, and lastly the use of technology. By bolstering these KM practices in the IT service management (ITSM) of financial institutions we hope to shorten the time between system failures and shorten the actual time to repair failures. Knowledge management in IT management and especially ITSM is under-researched in financial institutions, and the KM themes identified provide some signposts to improved collaboration and better theorisation.

Paper Citation

in Harvard Style

Niemand C. and Langerman J. (2024). Knowledge Sharing in Financial Institutions to Assist with IT Service Management: A Thematic Analysis. In Proceedings of the 16th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS; ISBN 978-989-758-716-0, SciTePress, pages 305-315. DOI: 10.5220/0012998600003838

in Bibtex Style

@conference{kmis24,
author={Cornelius Niemand and Josef Langerman},
title={Knowledge Sharing in Financial Institutions to Assist with IT Service Management: A Thematic Analysis},
booktitle={Proceedings of the 16th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS},
year={2024},
pages={305-315},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012998600003838},
isbn={978-989-758-716-0},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 16th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS
TI - Knowledge Sharing in Financial Institutions to Assist with IT Service Management: A Thematic Analysis
SN - 978-989-758-716-0
AU - Niemand C.
AU - Langerman J.
PY - 2024
SP - 305
EP - 315
DO - 10.5220/0012998600003838
PB - SciTePress