To enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. The primary purpose is to improve efficiency by reducing the need to rediscover knowledge. This requires accessible, quality and relevant data and information to be available to staff.

The objectives of Knowledge Management are:

* Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service
* Ensuring staff have a clear and common understanding of the value that their services provide to customers and the ways on which benefits are realized for the use of those services
* Ensuring that, at a given time and location, service provider staff have adequate information on:
o Who is currently using their services
o The current states of consumption
o Service delivery constraints
o Difficulties faced by the customer in fully realizing the benefits expected from the service.

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