The ability to deliver quality services is directly influenced by the people involved in the delivery, especially by their understanding of situations, possible response options, and the consequences and benefits of those options (i.e. by their knowledge). This applies across all phases of the Lifecycle.
Incidents which actually relate to a common underlying problem may present themselves with different symptoms. It is unrealistic to expect that all Service Desk staff will have the same knowledge about the relationship between possible symptoms and the cause, and hence automatically offer a suitable response. Being able to store and correlate information about such things and present the shared knowledge back to the Service Desk staff will enable them to be more effective.
The key terms used in Knowledge Management are:
• Data - A Discrete set of facts.
• Information - Data set in context.
• Knowledge - Uses information, but includes an extra dimension derived from experience.
• Wisdom - Uses knowledge to make correct decisions and judgments.
These terms are usually related to the DIKW Model which is explained in the picture below. The idealistic scenario is when all members of the team have good knowledge and apply that knowledge and develop wisdom.
It is unrealistic to expect every individual to have a deep and broad range of knowledge, but it is possible to record, store and make data, information and knowledge available to people.
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