Page 227 - DCAP307_PLANNING_AND_MANAGING_IT_INFRASTRUCTURE

Unit 13: Knowledge Management

13.5 Summary Notes

 Knowledge management is a discipline that promotes an integrated approach to
identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information
assets.
 One of the biggest challenges behind knowledge management is the dissemination of
knowledge. People with the highest knowledge have the potential for high levels of value
creation.

 Knowledge based systems includes all those organisational information technology
applications that may prove helpful for managing the knowledge assets of an organisation,
such as Expert systems, rule-based systems, groupware, and database management systems.

 Knowledge management is the new imperative for the service and support organisation.
 Successful knowledge management projects start with a realistic scope and precisely defined
goals and objectives.

 The decision to expose content to customers and prospects who visit your Website can
lead to information overload.

 The Knowledge-Centred Support (KCS) methodology is well accepted in many customer
service organisations—especially when it comes to creating and managing content.
 Monitoring the success of your knowledge management initiative in terms of your goals
and objectives is important.

13.6 Keywords

Collaborative Tool: A collaboration tool is something that helps people collaborate.
CRM: CRM (customer relationship management) is an information industry term for
methodologies, software, and usually Internet capabilities that help an enterprise manage
customer relationships in an organised way

Groupware: Groupware refers to programs that help people work together collectively while
located remotely from each other.
KCS Methodology: Knowledge Centred Support (KCSSM) is a methodology for capturing,
authoring and publishing information that is relevant to the support processes for an organisation.
Knowledge Asset: A Knowledge asset is any type of knowledge held or in use by an organisation.
Knowledge Management: Knowledge Management (KM) refers to a multi-disciplined approach
to achieving organisational objectives by making the best use of knowledge.
Knowledge: Knowledge is the ability to make effective decisions, and take effective action.
Social Networking: Social networking is the practice of expanding the number of one’s business
and/or social contacts by making connections through individuals.

13.7 Review Questions

1. Explain the concept of knowledge management.
2. Describe the importance of knowledge management.

3. List the various applications of knowledge management system.

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