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    Knowledge Management
    • 26 Jun 2024
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    Contents

    Knowledge Management

    • Updated on 26 Jun 2024
    • 1 Minute to read
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    • PDF
    Article summary

    Answers are just a click away in this treasure trove!

    Knowledge management is the process of capturing, organizing, storing, and sharing knowledge and information within an organization. It involves the systematic management of intellectual assets, including explicit knowledge (documented information, data, and procedures) and tacit knowledge (personal expertise, insights, and experiences) to facilitate efficient decision-making, problem-solving, and learning.

    By implementing effective knowledge management practices, organizations can avoid redundant work, promote collaboration, foster innovation, and improve overall performance.

    User Persona: Admin / Analyst / End User / Approver

    Figure: Knowledge Management - Benefits


    Let's explore the following use-case.

    Use-Case
    User Persona: Admin / Analyst / End User
    Solution
    NovaTech Consulting Services is a large IT company. They provide a wide range of IT services to clients around the world. 

    It has a dedicated ITSM team responsible for handling customer support tickets and resolving technical issues. However, they faced a common challenge: a significant amount of knowledge was scattered across the organization, making it difficult for the team to access relevant information quickly and provide timely solutions to customers.

    		To address the issue, Administrator can configure the Knowledge Management module.

    It is possible to classify the knowledge articles according to workgroups, issue categories, hardware, software, etc. The knowledge management module allows for the creation, editing, maintenance, and retirement of knowledge articles. Training new hires is another function of the knowledge base. Consequently, NovaTechcan decide to centralize the knowledge base and make it available to all staff members using the knowledge management module.


    Let's look into the actions taken by Admins, End Users, Approvers, and Analysts in Knowledge Management:

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