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National Repository of Grey Literature 2 records found  Search took 0.00 seconds. 
Knowledge management in conditions of globally outsourced Service Desk
 Halamíček, Jan ; Říhová, Zora (advisor) ; Svatá, Vlasta (referee)
The goal of this diploma thesis is to translate theoretical concepts of knowledge management into the context of providing end user support by the service desk. It strives to define specifics caused by globalized and outsourced way of providing customer service. The thesis extends the traditional interpretation of knowledge management in this field by setting up a balanced view regarding both explicit and tacit knowledge and considers also appropriate tools and methods for its efficient creation, maintenance and sharing. Final part contains a case study, showing those applied concepts in practice of a company. The thesis is concluded by a set of generally usable recommendations for more effective management of customer support knowledge.
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The role of tacit knowledge in decision support systems
 Drábek, Josef ; Rosický, Antonín (advisor) ; Heller, Petr (referee)
The thesis defines the basic concepts of data, information and knowledge for which monitors the mutual ties. It uses them to define the dynamic process of knowledge that will further clarify the use of cognitive aspects of work with knowledge of the individual, group or organization. It follows the knowledge management processes that attach to the creation and knowledge transfer opportunities. An important part of this work is to assess the role of knowledge in information systems. In particular, it deals with the role tacit knowledge in decision support systems. For each types of systems observes their ability to work with knowledge and information, the suitability of the type of solved problems and their flexibility. Finally, considering the possibilities of further developments in relation to solving complex dynamic problems.
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