Knowledge Management in ITSM: Applying the DIKW Model

Abstract

The data-information-knowledge-wisdom (DIKW) model is known as applying to information processing concepts. Similarly, information technology service management (ITSM) has enjoyed rapid industry adoption as a set of processes for managing IT infrastructure and the delivery of IT services. However, data generated during and supporting ITSM activities often stays at the information stage. This paper evaluates the DIKW model and its application to ITSM because the information, knowledge, and wisdom levels most effectively guide organizational improvement. Thus, to gain the maximum benefit from ITSM, companies must strive to record created information, facilitate knowledge development, and identify the individuals in the organization who can apply wisdom to particular complex challenges. The paper first discusses the DIKW model, then outlines key activities of ITSM that are amenable to DIKW application. Next, use of DIKW for improving the conduct of ITSM Service Desk activity is evaluated and discussed. Typical Service Desks stop at support of work with a known errors database, automating at a knowledge level of work. A case study shows how an incident knowledge management database to automate outages and decision patterns, moving toward the wisdom level, can move beyond tribal knowledge to institutionalize knowledge patterns, resulting in reduced costs and faster incident resolution.