Why is knowledge management so important for organisations?

R & G Technologies | November 23, 2015


It is a common situation for organisations to deal with – a staff member decides to move on to a different company or change direction in their career. This can leave a knowledge void in your company. Retaining key information and correct practices within an organisation is an important step to ensuring operational efficiency. That’s where knowledge management comes in. Knowledge management helps an organisation manage key technical information and stay on track with their projects.

Knowledge management improves the consistency of IT management

Knowledge management allows for consistency when responding to issues or making changes. By having a process of storing vital information, documentation or even checklists, appropriate action can be taken to resolve issues. Knowledge management provides the tools for team members to acquire a thorough understanding of any intricacies in your systems.

This is particularly helpful when outsourcing to an IT provider who is not onsite. An appropriate checklist helps ensure processes are undertaken in the same way each time. For example; a new user checklist reduces the chance that something will not be correctly set-up.

It is important to maintain the information in your knowledge management system and update as necessary. 

Related: Principles of IT Service Management for non-technical IT Contacts

Knowledge management improves IT efficiency 

The use of knowledge management systems negates the need for tacit knowledge. It also means the IT team aren’t working blindly to correct any problem. Instead, they can rely on documented procedures, created when similar incidents occurred. For example, keeping an error message database and the action to correct it. Rather than seeking out a team member with that skillset or attempting to recall the process, it is clearly laid out.

Fast resolution is important for all organisations, allowing for greater productivity and better customer experiences. In the event of a major concern, access to key information and processes can also help action a back-up plan while maintenance is taking place. Effectively capturing and documenting the procedure encourages effective problem management.

Knowledge management reduces risk

Possibly the most important reason for introducing knowledge management systems into your organisation is to reduce risk. Having the correct procedures and checklists documented reduces the chance that something may get missed. An effective knowledge management process can also help assess your organisation’s change management ability. Without this information, it is possible to underestimate the amount of time and resources needed to implement a change. Worse still, it can leave you financially or productively behind.

Updated knowledge management processes offer protection against the loss of a key staff member or supplier as well. Having this in place safeguards the key information and documentation your organisation needs to retain. If a supplier or a team member leaves, this knowledge is not lost to the rest of the company.


Knowledge management is essential for storing and sharing insight relative to your organisation, as well as the industry. From correct procedures for setting up a new user through to an information and communication technology asset register, this important information should be safely stored and managed. 

Effective knowledge management assists with both small and big projects, helping with faster response times and efficiency. Allowing easy transition of knowledge to other team members also protects your organisation against a gap in services if a key team member is lost. If you need to move to an external IT provider, knowledge management can make this transition much smoother.

Next steps

Download our knowledge management checklist and give it to your IT provider.

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