The ability to deliver high quality services depends to a significant extent upon the skills of the employees involved, to what extent they understand the respective situation and are aware of the handling options and the resultant consequences. On the other side, the quality and relevance of this technical know-how is dependent upon its accessibility and availability to the service personnel.

Knowledge consists of data and information. In this context, data is non-interpreted basic data. Data is only turned into information for the user after it has been condensed and interpreted. In order to turn information into “knowledge” or technical know-how there is also a need for internal or outside experience and ideas. The next stage of the knowledge is then called “wisdom”.
 

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The aim is to make this technical know-how accessible to all participating service employees with the help of a service knowledge management system (SKMS). This type of service knowledge management system is based on the configuration management system and the underlying CMDB’s.