Implementing Knowledge Transfer Solution Through Web-Based Help Desk System

Knowledge management is a process taking any steps that needed to get the most out of available knowledge resources. KM involved several steps; capturing the knowledge discovering new knowledge, sharing the knowledge and applied the knowledge in the decision making process. In applying the knowledge, it is not necessary for the individual that use the knowledge to comprehend it as long as the available knowledge is used in guiding the decision making and actions. When an expert is called and he provides step-by-step procedure on how to solve the problems to the caller, the expert is transferring the knowledge or giving direction to the caller. And the caller is 'Applying' the knowledge by following the instructions given by the expert.