How Knowledge Management creates Superior IT Service Management
During the last two decades, the creation and enablement of knowledge has been highly stressed as a way to increase competitive advantage . There has been a paradigm shift in the way intellectual knowledge is now viewed and nurtured by organizations to remain relevant and competitive. By repurposing knowledge and reducing the need to rediscover it, Knowledge Management (KM) enables people to work better by enabling them to connect people and knowledge . The IT Service Management Unit is one of the most vital business units responsible for managing, providing, and improving the IT services provided to employees, thus enabling them to work efficiently and productively . By integr...