Knowledge used by maintenance engineers (MEs) in resolving a software maintenance (SM) activity is crucial for any organization. Given this criticality of knowledge, attention must be paid to the effective management of knowledge. One of the major challenges to this is to be able to capture the knowledge and thought processes used by MEs and disseminate it to other MEs. Our paper provides a pragmatic solution to this problem by proposing an integrated knowledge management framework for SM. This framework includes a Tacit Knowledge Management System which will be a powerful knowledge repository. We also provide incentive structures that can be used to effectively motivate MEs in using this KM tool.
Thakkar, Minal; Vootla, Radhakishan Rao; Thakur, Sanjeev; and Thakkar, Neha, "A Pragmatic Approach to Knowledge Management in Software Maintenance" (2005). AMCIS 2005 Proceedings. 346.