Knowledge Management
Knowledge Management plays a key role in ITIL V3 continual service improvement. Within each service lifecycle phase, data should be captured to enable knowledge gain and an understanding of what is actually happening, thus enabling wisdom. This is often referred to as the DIKW (Data, Information, Knowledge and Wisdom) model. All too often an organization will capture the appropriate data but fail to process the data into information, synthesize the information into knowledge and then combine that knowledge with others to bring us wisdom. Wisdom will lead us to better decisions around improvement.
This applies both when looking at the IT services themselves and when drilling down into each individual IT process. Knowledge Management is a mainstay of any improvement process.
IBM Knowledge Management Successful Stories
