Knowledge Management in the Service and Support Business

As we are entering the New Millenium, we are witnessing a global shift toward a society of services. The evolution of the world's workforce structure indicates clearly the magnitude and importance of this mega-shift. The introduction of new, exciting technologies has led to a kind of New Economy that is based on the huge and rapid flows of data, information and knowledge. The Internet has had a most profound impact on business and society, enabling the quick spread of service industries and technologies. We observe that cost reduction and acceleration of business processes are the most obvious consequences of this singular phenomenon. In such an environment, the management of IT support services is becoming critical for business profitability.