<?xml version="1.0" encoding="UTF-8"?> <article key="pdf/10012291" mdate="2021-11-07 00:00:00"> <author>Ruel A. Welch</author> <title>The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector</title> <pages>907 - 911</pages> <year>2021</year> <volume>15</volume> <number>9</number> <journal>International Journal of Economics and Management Engineering</journal> <ee>https://publications.waset.org/pdf/10012291</ee> <url>https://publications.waset.org/vol/177</url> <publisher>World Academy of Science, Engineering and Technology</publisher> <abstract>Since the introduction of ServiceNow, the UK&amp;rsquo;s Science Museum Group&amp;rsquo;s (SMG) ICT service desk portal, there has not been an analysis of the tools available to SMG staff for Justintime knowledge acquisition (Knowledge Management Systems) and reporting ICT incidents with a focus on an aspect of professional identity namely, gender. Therefore, it is important for SMG to investigate the apparent disparities so that solutions can be derived to minimize this digital divide if one exists. This study is conducted in the milieu of UK museums, galleries, arts, academic, charitable, and cultural heritage sector. It is acknowledged at SMG that there are challenges with keeping up with an everchanging digital landscape. Subsequently, this entails the rapid upskilling of staff and developing an infrastructure that supports justintime technological knowledge acquisition and reporting technology related issues. This problem was addressed by analysing ServiceNow ICT incident reports and reports from knowledge articles from a sixmonth period from February to July. This study found a statistically significant relationship between gender and reporting an ICT incident. There is also a significant relationship between gender and the priority level of ICT incident. Interestingly, there is no statistically significant relationship between gender and reading knowledge articles. Additionally, there is no statistically significant relationship between gender and reporting an ICT incident related to the knowledge article that was read by staff. The knowledge acquired from this study is useful to service desk management practice as it will help to inform the creation of future knowledge articles and ICT incident reporting processes.</abstract> <index>Open Science Index 177, 2021</index> </article>