Knowledge Management (KM) is the process of gathering, managing and sharing
employees' knowledge capital throughout the organisation. Knowledge sharing
throughout the organisation enhances existing organizational business processes,
introduces more efficient and effective business processes and removes redundant
processes. It is a discipline that promotes a collaborative and integrated approach
to the creation, capture, organisation access and use of an enterprise's knowledge
assets. KM has now become a mainstream priority for companies of all sizes.
Capturing a company's most valuable Knowledge (asset) and distributing it effectively across the enterprise is a business critical issue for many help desk,
customer support and IT departments.