Knowledge management isn’t about the tools you use, but how you use them. Barclay Rae wants you to know that just because knowledge management is a popular ITSM topic, that doesn’t make it an end goal. Knowledge management is a process where the achievements are up to you. Is the goal faster training of IT support staff? Perhaps it’s reduced cost with operating a service desk or other support system? Whatever your reason for knowledge management, you need to identify your goals before you try to meet them.
Also, remember that knowledge, while seemingly infinite in quantity, is actually finite in relevance. Not all knowledge can be used forever, so communicate its use quickly. Rae points out the value of knowledge lies in the consumption, not the creation. Knowledge management can go on forever, because it is a process, and it will never be completed. However, the goals you can achieve are very real, and whether you want lower costs or smarter employees, knowledge management is the way to go.