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How to Implement a Knowledge Management System (KMS)

By April 3, 2021No Comments5 min read
Knowledge Management System (KMS)

Knowledge Management is very important for every business. You can use KMS for improving the customer experience and your employee’s efficiency.

Organizations are investing in knowledge management platforms. It will ensure that employees can share and find the information that they need for doing their job. However, you need access to the right processes and tools for implementing such a system. In this article, we are going to share some tips that will help you in implementing a Knowledge management system.

  1. Establish your objectives and goals

You should define a process before you start working on knowledge creation. It is important to document and identify all the business problems that you are facing. Also, you need to find reasons for the implementation of KMS.

Knowledge management will help you in various things like improving self-service, employee on-boarding, improving customer experience, and ticket deflection.

The best way to do this is by creating a list of long-term and short-term goals. This will sound like an obvious thing to many people. However, if you don’t know your goals then you can’t implement a knowledge management tool.

  1. Create a change management strategy

If you want to successfully implement a new KMS solution, then you need to change some of your organization’s norms. Employees need to adapt to new systems. They need to learn about new ways of capturing and sharing information. In some cases, your employees need to resist a new culture.

Thus, you should first reach out to all your employees. Make sure that you are encouraging a culture of knowledge sharing. This will ensure that your employees will share new knowledge with each other.

  1. Determine your main process

You should do complete process planning before implementing a Knowledge management system. Businesses that don’t invest their time in doing proper planning will find it difficult to implement new systems. You should have a strong understanding of how the data and knowledge are created.

  1. Involve leadership

Your leadership should have a big role in your initiative. They should be directly involved with your objectives and goals. Also, your leaders should be an active part of your platform. If your business leaders are actively participating, then it will ensure that your entire organization will understand the value of knowledge initiative. They will take the new knowledge initiative seriously.

  1. Check your current state

You should first focus on establishing your objectives and goals. After that, you should work on creating a new change management strategy. Create a fundamental process for your organization. Also, make sure that your leadership is involved in the organization process. After that, you should check the current state of knowledge management systems.

A knowledge management assessment will help you in having a complete overview of the current state. This will help you in finding the gaps between the desired and current states. Also, it will help you in finding the solutions for closing the gaps.

You should focus on implementing the right solutions for curating the right information. This will have a significant impact on your business. You can use the best KMS for solving business problems.

  1. Work on your core capabilities

This step will depend on your business type. Every business will have different core capabilities. However, you should first focus on capturing knowledge. Make sure that you can quickly knowledge without any problem. After that, you should ensure that everyone can access the knowledge without any complex processes.

You should also use a feedback mechanism. This will help you in improving your process. After that, you should focus on measuring the performance of your processes. Make sure that you are taking relevant reviews from your employees. Also, you should try to use AI for collecting knowledge.

  1. Create an implementation roadmap

You should start working on an implementation roadmap. This will help you in implementing your new knowledge management solution. Also, you should have access to sufficient funding for implementing your plan. This will help you in maintaining your new tool.

The roadmap should contain all the phases. It should define the scope of your entire project. A good roadmap will contain all the steps that you need to implement your solution.

  1. Implement new Knowledge management tool

You have access to an implementation roadmap now. Also, you know about your business objectives and gaps in the current tool. The only thing that is left is to implement.

You should recognize all the short-term gains and wins during the implementation process. This will help you in motivating your employees and leadership.

  1. Check effectiveness

You should ensure that your KMS is actually working properly. Thus, you should measure the effectiveness of your system. This can be done properly if you have a snapshot of your previous environment. You can compare the after implementation system with the previous environment to measure the effectiveness of your system.

This is the perfect chance for finding the systems and tools that are working. You can take the necessary steps for reducing the gap between your vision and your current state.

  1. Continuous improvements

Knowledge management is a long journey. You should ensure that it is a part of your culture. Thus, you should focus on improving your systems with new updates. This can be done by using the power of AI. You can use AI systems for updating and improving your new Knowledge management systems.

You should integrate new technologies like virtual agents and chatbots with your knowledge management system. This will help you in increasing the level of your self-service support. For example, you can use the powerful AI search engine for finding contextual answers. It will help you in providing guided support to the users. Thus, you don’t need to worry about solving all the issues manually.


Knowledge management is a very important part of ITSM. It can help you in taking your organization to the other level. You should start investing in Knowledge management systems. Experienced MSPs like Bleuwire can help you in finding the perfect knowledge management system for your business. They will help you in implementing the best ITSM practices and tools. Thus, you don’t need to worry about hiring IT support staff for your organization. If you need more information regarding Knowledge management, then you can contact Bleuwire.

Contact us today to learn about Bleuwire™  services and solutions in how we can help your business.