A Research On IT Operation Knowledge Management Of S Company

Nowadays,with the great development of information technology,more and more companies rely on the IT system to carry out the daily decisions in production and management operation.But with the fast increase of enterprise applications,IT department have to face the dramatically growing of system size and management complexity.How to find an suitable IT knowledge management solution to consolidate and enhance the staffs business support and technological innovation capability,with the negative factors such as employee lost and technology timeout,will be an important issue to be solved in IT department.This article takes S company's knowledge management practice in IT operation and maintenance service as the research object.By summarizing the problems that existed in the original knowledge management methods of S company's IT maintenance department,such as ignoring the staffs factor and not knowing enough the knowledge attribute And so on,then analyzes the root causes of these problems by using the theory of knowledge management,and attempts to propose feasible improvement measures for the knowledge management problems existing in the IT operation and maintenance based on the knowledge characteristics involved in the daily operation and maintenance management of the department.First of all,the article combs the flow of knowledge application management oriented by the key business process,finds out the key knowledge and establishes the knowledge management matrix;Secondly,puts forward the improvement measure from the four aspects of the knowledge management process,the knowledge acquisition,sharing,transfer and knowledge innovation,especially the knowledge transfer process,are discussed;Thirdly,enrich the existing knowledge base management mode based on narrow knowledge collection and classification with a comprehensive management mode according to the three aspects:knowledge management concept,knowledge management process,and knowledge management system improvement.Through the above improvement measures,the key service indicators and customer satisfaction of IT operation and maintenance service are enhanced,and employees'motivation to participate in knowledge management is improved.