Itil knowledge management8/17/2023 Wisdom: Wisdom gives the ultimate insight of the data. Knowledge tries to answer the question “How?”. This usually requires the analysis of information and helps in decision making. It is composed of the concepts, experiences, ideas, insights values and judgments of individuals with a clear reference to the information. Knowledge: Knowledge is a more derived form of data. Information tries to answer the question “Who? What? When? Where?”. This typically requires capturing of various sources of data and applying some meaning or relevance to the set of facts. It comes from providing context to data or by asking questions on the data. Information: Information is processed data. Data basically consists of symbols or signs, representing stimuli or signals that are of no use until processed. This can significantly decrease the pressure on the service desk associates, which will eventually increase the quality of service.ĭata: Data is the collection of discrete facts about events, received as inputs from the processes. Thus creating a self-help service desk portal for common users.
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