Abstract:

In order to balance the tensions of organizational stability and necessary change due to organizational innovations like the ITIL standard for IT service processes we introduce social knowledge networks as a strategic means from a knowledge management perspective. A facilitator for the development of the respective framework is the precise distinction between explicit and non-explicit knowledge. Social knowledge networks are informal with regard to their very character but offer the opportunity to enhance the advantages of stability and reliability of organizational structures as well as necessary flexibility and dynamics due to organizational innovations like ITIL. The results of a case study in the automotive and machine building industry confirm the viability of the new framework by looking at social network ties in the IT department on the basis of information sharing and problem-oriented advice.