Building organisationally sensitive technological solutions for knowledge management in IT support services

With the advent of the internet, information and communications technology has changed the way organisations operate and do business. There now exist an extremely dynamic and competitive business landscape, where information and knowledge are continuously created, used and distributed across business units. People have become more involved with the use of technology to aid them in their business tasks. In the course of generating and transmitting information comes the realization that knowledge is a vital asset of the company. Thus, most firms embark on various initiatives to enable Knowledge Management (KM). This study revolves around the IT tools involved in the process of knowledge management across firms. These IT tools exist in a variety of forms and technologies that have been adapted by organisations to manage their knowledge and improve learning by their employees. As such, it has been found that organisational factors such as organisational culture and technical/IT infrastructure are strong indicators for the successful selection of IT knowledge management tools. Coupled with the belief that appropriately selected IT KM tools ensure the success of a knowledge management initiative, organisational factors are deemed to influence the selection of IT KM tools. Hence, this study established a direct relationship between organisational factors and the right selection of KM IT tools for knowledge management using a survey questionnaire responded by IT managers from firms who are currently engages in a KM initiative. The respondents are also currently using IT tools for KM and have identified enterprise portals as their primary tool for enabling knowledge managemen