{"id":147996,"date":"2023-02-08T15:55:52","date_gmt":"2023-02-08T18:55:52","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/the-importance-of-knowledge-in-it-organizations\/"},"modified":"2025-12-16T14:55:11","modified_gmt":"2025-12-16T17:55:11","slug":"the-importance-of-knowledge-in-it-organizations","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/the-importance-of-knowledge-in-it-organizations\/","title":{"rendered":"The importance of knowledge in IT organizations"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">When we want to make a purchase of something that brings value, such as a car, we make impulsive decisions based on some facts and impressions. Or, we do an extensive investigation of the existing options. In this type of purchase, we will take into account various factors such as consumption, price, opinion articles, comparisons, etc. We may even spend several days consulting different sources of data until we reach a final decision.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Similarly, decision-making in an information technology company should also consider facts and data from numerous disparate sources throughout the company. However, these data become difficult to gather and interpret, which is essential due to the fact that IT environments are quite hybrid and heterogeneous.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/the-importance-of-knowledge-in-it-organizations\/#The_beginning_of_the_process\" >The beginning of the process<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/the-importance-of-knowledge-in-it-organizations\/#The_new_user\" >The new user<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"The_beginning_of_the_process\"><\/span><span style=\"font-weight: 400;\">The beginning of the process<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Building a <a href=\"https:\/\/www.axelos.com\/resource-hub\/guidance\/knowing-what-to-do-about-knowledge-management\">Knowledge Management<\/a> process within IT service management allows us, through the implementation of a Service Knowledge Management System, to ensure that the best decisions in service management happen. This makes the company&#8217;s knowledge available to those who need it, not only when they need it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Knowledge management also aims to encourage the sharing of data, ideas, and experiences through various collaboration platforms. These types of solutions allow us to maximize the most important asset of a company: knowledge. By increasing communication, awareness, and effective collaboration of users and IT staff, companies have the chance to use the collective intelligence of individual contributors, thus allowing for continuous optimization of processes and procedures.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_new_user\"><\/span><span style=\"font-weight: 400;\">The new user<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Another factor to consider is the profile of <a href=\"https:\/\/itsmhouse.com\/customer-and-user-experience\/\">users<\/a> that exists today. The present-day IT service user is not the same user as one or two decades ago. The present user grew up with technology, meaning that they overcome any difficulties that may arise in using an IT service with a high degree of autonomy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Efforts should be made to implement a knowledge database that allows for efficient use by users (&#8220;self-help&#8221;).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If this critical success factor is achieved, we will be practically freeing up resources for other types of tasks that are not incident or problem resolution, thus reducing the cost associated with the delivery and support of IT services. After all, knowledge doesn&#8217;t take up space, and the more, the better, right?<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When we want to make a purchase of something that brings value, such as a car, we make impulsive decisions based on some facts and impressions. Or, we do an extensive investigation of the existing options. In this type of purchase, we will take into account various factors such as consumption, price, opinion articles, comparisons, [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":147997,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9438,9433],"tags":[9489,9569,9528,9702,9703],"class_list":["post-147996","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-t-itsmf","category-tutorials","tag-collaboration","tag-decision-making","tag-it-services","tag-knowledge-management","tag-user-profile"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The importance of knowledge in IT organizations - PMG Academy<\/title>\n<meta name=\"description\" content=\"Maximizing the most important asset of a 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