A knowledge management architecture for information technology services delivery

Abstract

This research paper aims to integrate knowledge management and data science practices with information technology services. Knowledge Management is a multidisciplinary scientific domain associated to the knowledge across departments of the organizations and is a field for researchers develop new improvements and innovations. New practices are evolving and incorporated in organizations, as is the case of IT Service Management and the service delivery provided to users and customers. Today's IT business is unstable, characterized by the speed of changes, where technology modify quickly, competitors multiply, and products and services rapidly become outdated. This research aims to provide a contribution to Knowledge Management by defining an architecture in order to demonstrate that this practices can contribute to improve IT services delivery. Design Science Methodology will be used to develop the architecture with a case study to achieve the expected results of providing a better results in the company service level agreement.