In the previous chapters, we learnt what Knowledge Management is, the purpose & objectives of KM and the Key Activities in the process. Now, let us take a look at the challenges faced by the process and the metrics used to measure its effectiveness.
Challenges in Knowledge Management
Establishing effective Knowledge Management can be very challenging. Making incorrect choices in certain areas can lead, at the extremes, to paralysis by data overload or information which is so sparse as to be useless. It is essential that all data sources are trustworthy, accurate and up to date, as is the case for Configuration Management data. Some Key points here are:
• Understanding what knowledge is necessary to support the decisions that must be made
• Understanding which conditions need to be monitored (changing external and internal circumstances, ranging from end-user demand, legal requirements through to weather forecasts)
• The cost of capturing and maintaining data, and the value that data may bring, bearing in mind the negative impact of data overload on effective knowledge transfer
• Intellectual property rights and copyright issues
• Ensuring that information is not easily open to misinterpretation.
Metrics used in Knowledge Management
As with any process, metrics can be used to gauge the effectiveness of the process. The key metrics indicating success of Knowledge Management are:
• Reduced time and effort required to support and maintain services.
• Reduced time to find information for diagnosing and fixing Incidents and Problems.
• Changes and releases implemented in timely manner.
• Reduced dependency on personnel for knowledge.
• Fewer errors made because available information was not used.
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Next: Role of a Knowledge Manager