Gartner Research

How to Measure Knowledge Management

Published: 30 July 2015

ID: G00282017

Analyst(s): Katherine Lord


IT service desk leaders must measure knowledge management to determine direction, justify actions, validate progress and identify when and where to intervene. Without metrics, there is little control, and poor visibility into the health and viability of knowledge management processes and practices.

Table Of Contents
  • Key Challenges



  • Define and Document Knowledge Management Metrics
  • Set Goals and Incentives for Service Desk Analysts
  • Use Fit-for-Purpose Tools

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