Knowledge Management

Knowledge management ensures the right information is available to the right people at the right time. It covers creating, sharing, using, and maintaining organisational knowledge — from technical documentation to lessons learned. The DIKW model (Data → Information → Knowledge → Wisdom) provides a framework for understanding how raw data transforms into actionable wisdom. Knowledge bases, wikis, and runbooks are common tools. In ITSM, effective knowledge management reduces incident resolution times (by providing known solutions), improves service desk efficiency, and prevents knowledge loss when experienced staff leave.