Purpose – Many terms commonly used in the field of knowledge management (KM) have multiple uses and sometimes conflicting definitions because they are adapted from other research streams. Discussions of the various hierarchies of data, information, knowledge, and other related terms, although...

Purpose – This paper aims to examine the current thoughts on knowledge management (KM) and to develop a metaphor to combine these thoughts in a new way that effectively conveys the different types of knowledge and ways of managing it. Design/methodology/approach – The literature on the...

Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study...