They act as the definitive body of knowledge for the IT department. An SKMS ties together all the data information, knowledge, and wisdom needed to manage and deliver a service.
They make accessing and sharing knowledge easier, reducing the risk of superhero syndrome – or, in other words, relying on a single person that knows how to fix everything (even that clunky old system that no one else wants to touch). A solid knowledge-sharing system enables you to take your savior's knowledge and experience and make it available to the rest of the team. That way, instead of just having Tony Stark doing his thing and being awesome, you have the Avengers.
They improve collaboration. Everyone has access to the same information, and a structure is in place to enable sharing and increase flow.
They enhance customer experience because the more information we have, the easier it is to support our services effectively, efficiently, and safely.
They decrease human error by giving colleagues access to data and decision-making processes. This gives them the confidence to complete planned work, execute tasks, make the right decisions, and save time and effort.
They reduce costs. Having a unified Asset Inventory will highlight duplicate assets, the self-service portal offers tier 0 support, and the Known Error Database (KEDB) helps solve problems once and for all, reducing downtime and customer dissatisfaction.