Ableitung von Maßnahmen zur Reduktion von Wissensverlust und Verbesserung der Serviceeffizienz in kleinen IT-Abteilungen auf Basis des ITIL-Frameworks

Abstract

This bachelor’s thesis addresses the question of whether the targeted use of the ITIL® 4 framework in the context of a small IT department can lead to potential improvements in knowledge retention. Using the example of the IT department at Thalia Buch & Medien GmbH in Austria, the study examines the extent to which practical measures can be derived from the ITIL Knowledge Management Practice. The focus is on small IT organizations, which, due to limited human resources, a lack of clear role distribution, and high turnover, are particularly susceptible to knowledge gaps and inefficient processes. To address the research question, a qualitative research design was chosen. By means of a semi-structured expert interview and a qualitative content analysis based on Mayring, knowledge processes, framework conditions, and challenges within the department under study were analyzed. The evaluation was carried out using two deductive category systems, based on the SECI model of Nonaka/Takeuchi and the knowledge management model of North. The results clearly show that knowledge management in the investigated organization has so far hardly been structurally anchored. Knowledge transfer takes place predominantly informally, documentation is incomplete or difficult to find, and systematic processes for knowledge preservation are lacking. Based on these findings, a catalog of measures was developed, divided into two central fields of action: “Cultural Framework” and “Structure & Knowledge Asset Management.” The proposed measures were explicitly assigned to the practices in the ITIL® 4 Practice Guide Knowledge Management and follow ITIL guiding principles such as Start where you are and Progress iteratively with feedback. The thesis demonstrates that ITIL® 4 – particularly in the form of its accessible, modular practices can also provide significant value for smaller IT departments with limited resources. The initially formulated hypothesis that an ITIL-based knowledge management contributes to the development of measures for improving knowledge retention and service quality was confirmed by the case study.

Date of Award	2025
Original language	German (Austria)
Supervisor	Christina Feilmayr (Supervisor)