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Knowledge Management in Designing and Developing ICT Consulting Services

Mika Hyötyläinen
TeliaSonera, Finland
Hanna Asikainen
Helsinki School of Economics, Finland


Abstract
The demand for ICT services is increasing among SME's as well as large corporations in Finland. Nevertheless, many ICT service providers are still more product than service oriented in their businesses. The movement from product business to service business is not so straightforward as one might think. This paper examines the role of knowledge management in the design and development of ICT consulting services through seven practical cases. First some well known existing knowledge management frameworks and models are combined into a new model. Second, this new model will be used to examine the empirical material collected during seven practical cases of ICT consulting service design and development. Finally some managerial as well as academic implications are drawn concerning knowledge management.

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Reference:Hyötyläinen, M., Asikainen, H. (2004). "Knowledge Management in Designing and Developing ICT Consulting Services," Helsinki School of Economics, Finland . Sprouts: Working Papers on Information Systems, 4(28). http://sprouts.aisnet.org/4-28
Keywords:Knowledge management, ICT services, Service design and development
Item Type:Article - Volume 4 Article 28 (2004)
Language:English
Email: Mika Hyötyläinen (mika.hyotylainen@teliasonera.com)
Hanna Asikainen (hanna.asikainen@hse.fi)

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