Experts agree that there is no consensus on a definition for Knowledge Management.  Some refer to it as information, others discuss it in light of data gathered, and still others talk about knowledge as the body of intellectual experience in your organization or in reference materials.

We should however look at knowledge management in a more practical way and worry less about finding the perfect definition.   We believe knowledge management involves the use and creation of information that can be used to address questions or issues about technology by service desk personnel.  Knowledge management can be a major benefit to your organization because its use will help you help others.

As a key component of today's IT service desk, Knowledge Management, or KM for short, can be used in the following practical ways:

• Search knowledge bases, or repositories of information or documents that can help you solve problems that have been solved before (perhaps even in your own organization);
• Provide answers to your customers' questions more rapidly than if you had to research solutions that have already been compiled by others;
• Allow you to create knowledge so that others can use it instead of "reinventing the wheel" whenever an issue needs to be addressed; and
• Provide reporting capability so that you management can analyze training requirements.

Knowledge sources may include:

• Solutions that have been successfully used to solve problems;
• Manufacturer documentation;
• "Canned" knowledge created by vendors to support common technology issues related to various products; and
• Knowledge submitted by service desk personnel (all Tiers, including experts in various topics).

Regardless of how you use knowledge in your organization, a best practice is to implement a formal program for using, creating and managing knowledge to support your IT service management operation.