Catalog
method#Governance#Product#Integration#Platform

Knowledge Management

Method to capture, organize and share organisational knowledge using processes, roles and tools.

Knowledge Management is a method to capture, organize and reuse organisational knowledge through processes, roles and tools.
Established
Medium

Classification

  • Medium
  • Organizational
  • Organizational
  • Intermediate

Technical context

Ticketing system (e.g. Jira, ServiceNow)CI/CD and deployment pipelines for runbooksSingle sign-on and access management

Principles & goals

Knowledge is an organisational asset and must be maintained.Clarify responsibilities: owner, reviewer, consumer.User-centered accessibility and search first.
Iterate
Enterprise, Domain, Team

Use cases & scenarios

Compromises

  • Content swamp: inconsistent and low-quality content
  • Incorrect access rights block knowledge sharing
  • Excessive centralisation may hinder innovation
  • Keep it useful: focus on usable, bite-sized content
  • Bind ownership directly to teams
  • Establish regular reviews and metrics

I/O & resources

  • Existing documents, tutorials and artefacts
  • Subject experts and stakeholder access
  • Technical platform for repository and search
  • Searchable knowledge base
  • Runbooks, how-tos and decision documents
  • Assigned content owners and review processes

Description

Knowledge Management is a method to capture, organize and reuse organisational knowledge through processes, roles and tools. It establishes responsibilities, taxonomies and workflows to make expertise accessible, reduce duplication and speed decision-making. Applied across teams, it balances governance, incentives and scalable platforms for continuous learning.

✔

  • Reduced onboarding time for new hires
  • Improved decision basis through documented knowledge
  • Less redundant work and repetition

✖

  • Initial effort to build structure and taxonomy
  • Maintenance effort: outdated content without ownership
  • Cultural barriers to sharing tacit knowledge

  • Time-to-productivity (onboarding)

    Average time until new hires work autonomously.

  • Content reuse rate

    Share of issues/tasks resolved without repeated research.

  • Documentation freshness

    Share of content reviewed within a defined period.

Confluence as knowledge base

Rollout of a structured Confluence instance for central storage of processes and FAQs.

KCS approach in IT support

Integration of KCS principles so solutions are documented during handling and reused.

Wiki.js for developer docs

Use of an open-source platform (Wiki.js) for decentralized yet structured developer documentation.

1

Initial inventory and stakeholder workshop

2

Define roles, workflows and taxonomy

3

Select and configure platform

4

Pilot with a team and iterative rollout

5

Establish review cycles and metrics

⚠️ Technical debt & bottlenecks

  • Legacy documents without structure tie up maintenance capacity
  • Monolithic platform complicates integration
  • Lack of automation in review workflows
searchownershiptaxonomy
  • Complete migration of old files without cleansing
  • Introducing a tool without roles or processes
  • Using as a pure archive without search optimisation
  • Assuming technology alone generates knowledge
  • Not measuring reuse; success remains invisible
  • Unclear ownership leads to outdated content
Information architecture and taxonomy designModeration of reviews and community managementContent creation and technical documentation
Findability of informationScalability of curation processesSecurity and access control
  • • Budget for tools and operations
  • • Privacy and compliance requirements
  • • Available capacity for maintenance and reviews