Knowledge has been recognized as one of the most important organizational assets and in many organizations, there are information systems which can incorporate capabilities supporting knowledge sharing.

Information technology service management (ITSM) establishes a set of practices, or processes to ensure sustainable quality of the IT services, and many organisations use software products – ITSM software systems – which support these processes and practices. This thesis focuses on knowledge sharing in the context of ITSM’s IT change management process through a specific ITSM software system. The purpose of the study was to examine and interpret the users’ perceptions on how knowledge sharing within the IT change management process is supported by the change management module of the examined ITSM system. To this end, a qualitative interpretive study was conducted. Data was collected via semistructured interviews, and it was analysed following the 3C’s approach by Lichtman (2013). The analysis led to the generation of four concepts that provided relevant answers to the thesis research questions.

The results revealed that on the one hand the capabilities of the examined system are regarded as useful in terms of supporting knowledge sharing within the IT change management process. However, on the other hand, there are some perceived challenges, which present possible areas for improvement of the system, so that it can better facilitate knowledge sharing. Additionally, the findings showed that the usage of the examined system for knowledge sharing is influenced by various factors – adopted patterns of work behaviour, work-related situations, the way the system is setup in specific organizations, the users’ knowledge of the system’s functionalities. Moreover, some suggestions were made for potential enhancements of the system.

Reviewing the findings in the context of the SECI model (Nonaka, 1994) showed that the examined system has capabilities to support the different processes of the model and help achieve outcomes such as deeper understanding, enhanced capacity to act, more effective performance, potentially process improvements.