Knowledge Management, The process of sharing perspectives, ideas, experiences and information, Data, Discrete facts, figures, signals or measurements without inherent meaning, Information, Data that has been given context to make it meaningful, Knowledge, Experiences, ideas, insights, values and judgements that provide understanding, Wisdom, Using accumulated knowledge to make informed decisions, SKMS (Service Knowledge Management System), A set of tools and databases used to manage knowledge, information and data, CMDB (Configuration Management Database), A database that stores information about Configuration Item (CIs) and their relationships, Presentation Layer, Presents structured and meaningful knowledge to users, Knowledge Processing Layer, Analyzes, reports, models and monitors information to develop knowledge, Service Transition, Transfers information about service delivery errors and workarounds to Service Operation

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