Knowledge management is an integrated approach to gathering, using and distributing knowledge, resources and information within an organisation.
We learn from experience. As we encounter new challenges, our successes and failures improve our ability to face similar challenges in the future. Unfortunately, progress by experience has classically been limited to the individual; we learn from our own experience, and others are forced to do the same. However, knowledge management has the capacity to change all of that.
By creating a single IT system capable of storing and retrieving the collective knowledge and experience of an organisation’s workforce, knowledge management shares expertise among employees. This allows for increased efficiency, improved decision making capacity and faster, more accurate issue resolution.
Additionally, knowledge management helps foster innovation. With easy access to shared ideas, experiences and up-to-date information, employees have the resources they need to think outside the box and make important cultural changes to adapt their organisation to better address evolving business needs.
Knowledge management may also help decrease employee turnover, by giving employees advanced insight into how to more effectively do their jobs.
But perhaps most importantly, knowledge management allows businesses to remain competitive. By sharing experience and information through easy-to-use tools, businesses become more flexible and intelligent, better prepared to spot issues easier and innovate more quickly.
Although effective knowledge management may provide significant returns for essentially any organisation, often the need for such a system goes unrecognised until necessitated by a specific event or events. This may include:
The inefficient tools of yesterday just aren’t capable of keeping up with the needs of modern business organisations. Email, spreadsheets, documents and other disparate information formats end up scattered across company infrastructure, making information retrieval a frustrating and time-consuming task. ServiceNow brings all relevant information and knowledge sources together, with powerful Case and Knowledge Management.
Standardise documentation across your organisation. Improve the employee experience and accelerate service delivery with a complete service catalogue. Incorporate advanced automated workflows and AI-backed predictive intelligence to prefilter relevant content and ensure that the right people are getting the right information, at the right time. ServiceNow Case and Knowledge Management has all you need to manage your organisation’s knowledge and help your employees enjoy their experience, while expanding their expertise and company understanding. With ServiceNow, relevant, accurate and consistent information is only a click away.
Learn more about what ServiceNow could do for your organisation.