ABSTRACT
As a process, knowledge management (KM) is as old as humanity’s need to record, retain, and share information. Its advent preceded the invention of the computer, and indeed, the use of paper as a medium for the exchange of knowledge. This chapter does not consider the long and circuitous history of KM, nor does it focus on KM as a theory, a philosophy, or an academic discipline. Rather, the primary purpose of this chapter is to demonstrate the utility of applying knowledge management within an IT organization and the integrative role to be played by the PMO in the establishment and ongoing delivery of KM services. For the purposes of this discussion, I draw upon my recent experience developing a KM platform for the information services (IS) division of Northeastern University. This case study illustrates the benefits in leveraging KM to strengthen the performance of the IT organization.
