Jukka Kaukola

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The IT Infrastructure Library (ITIL) provides guidelines for IT service providers how to design, manage and support IT services. ITIL is the most widely used IT service management framework. It consists of best practices that can be used in implementing, for example service support processes, such as incident management and problem management. Although ITIL(More)
Knowledge management plays an important role in customer support processes such as incident management and problem management. Knowledge-oriented approach on customer support provides an IT organisation with several benefits including faster incident resolution times and better identification of systematic incidents. Unfortunately, little attention has(More)
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