ACTIVITIES, METHODS AND TECHNIQUES
An overall knowledge management strategy is required, including how to identify, capture, and maintain knowledge and the underpinning data. It is also necessary to consider knowledge transfer (i.e. retrieving and sharing knowledge in order to solve problems), and support dynamic learning, strategic planning and
decision-making. Evaluation and improvement is important as with other service management processes. We must measure the use made of the data, evaluate its usefulness and identify improvements.