MAPPING KNOWLEDGE MANAGEMENT PRACTICES IN ORGANIZATIONS PROVIDING INFORMATION TECHNOLOGY SERVICES

• Autor(a) principal: Ziviani, Fabricio
• Data de Publicação: 2024
• Outros Autores: Mairesse, Ana Cristina Pochmanm, Pedroso, Sandra Lais, Almeida, Thais Bittencourt de
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Perspectivas em Gestão & Conhecimento
• Texto Completo: https://periodicos.ufpb.br/ojs2/index.php/pgc/article/view/69336

Knowledge Management (KM) plays a fundamental role in supporting the sustainability of IT service companies, as knowledge must be able to enhance its results. Thus, the objective of this work is to diagnose how Knowledge Management practices are present in IT service companies, having as a case study an IT company from Rio Grande do Sul. To develop the work, a quantitative and exploratory research was carried out with a single case study from the proposition of a conceptual model for the evaluation of Knowledge Management practices. The analysis of the resulting results indicates that the proposed model is adherent and that several Knowledge Management practices are present in the company Processor. Among the results, the expertise and technological resources available for the implementation of KM practices stand out positively, in addition to an extensive existing knowledge base that can be used as a starting point. As the most relevant point of improvement, the results point to the need for greater alignment of HR policies and practices with KM, converging the information and processes available in this area into an important leveraging of KM for the other areas of the company. Although KM practices are already present in the studied organization, the importance of systematizing knowledge is emphasized, so that it can become an element of differentiation and better performance.