Vol. 7 No.1 (2022)

Evaluation of Knowledge Management in the Project-Oriented Information Technology Services Sector

Hilda Kundai Chikwanda
Department of Engineering and Technology Management
University of Pretoria
South Africa

Gerald Tafadzwa Zimowa
Department of Engineering and Technology Management
University of Pretoria
South Africa


Rationale of Study -The purpose of this study was to explore how knowledge management (KM) in information technology (IT) companies that install, configure, develop, deploy and support IT software for mid- to large- size corporates, plays a key role in sustaining their businesses in an ever-evolving IT market. The study identifies five commonly researched knowledge management processes; knowledge creation, knowledge acquisition, knowledge sharing, knowledge storing and protection as well as knowledge utilisation and studies how these processes contribute to the success of software implementation projects.

Methodology -Information was gathered by both qualitative and quantitative methods. Data was collected using structured questionnaires and interviews. Analysis of the collected data was done using data analysis methods in SPSS.

Findings -The findings revealed that all the five knowledge management processes studied show a positive linear relationship to the success of projects implemented, as well as a positive linear relationship to the overall success of organisations that participated in this study.

Implications -The findings of this research will be of benefit to researchers as it adds to the body of knowledge of KM research specific to project-oriented companies in the IT in the utilities space. Corporates may also benefit from the insights generated by this research.

Originality -The study was an original research conducted on software implementation partners for large software corporations with well established brands and a global geographic spread.


Knowledge management, knowledge management processes, IT services, information technology, IT Projects, KM models, KM cycles