{"title":"The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector","authors":"Ruel A. Welch","volume":177,"journal":"International Journal of Economics and Management Engineering","pagesStart":907,"pagesEnd":912,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/10012291","abstract":"<p>Since the introduction of ServiceNow, the UK\u2019s Science Museum Group\u2019s (SMG) ICT service desk portal, there has not been an analysis of the tools available to SMG staff for Just-in-time 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 ever-changing digital landscape. Subsequently, this entails the rapid upskilling of staff and developing an infrastructure that supports just-in-time 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 six-month 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.<\/p>","references":"[1]\tR. Welch, T. Alade, and L. Nichol, 2020, April. Mobile learning adoption at the science museum group. In Proceedings of the 16th International Conference Mobile Learning 2020, ML 2020. pp. 39-46. IADIS Press.\r\n[2]\tL. Gallacher, and H. Morris, ITIL Foundation Exam Study Guide: ITIL Foundation Exam, Wiley:UK 2012\r\n[3]\tS. D. Galup, R. Dattero, J. J. Quan, and S. Conger, An overview of IT service management. Communications of the ACM, Vol 52, Issue 5, 2009, pp. 124-127.\r\n[4]\tM. Chen, Gender and computers: beneficial effects of experience on attitudes. 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