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Chapter 6 ■ Service Transition
For example, “54 incidents were raised yesterday and 23 services have been offered
to customer ABC” means a whole lot more than the using just the numbers themselves.
To create information, data should be padded with contextual information,
answering questions pertaining to who, what, when, or where. An example is shown in
Figure 6-8.
Context
Information
Who, what,
when, where?
Data
Understanding
Figure 6-8. Adding data to information
Information exists in various forms. It can be embedded in a document, in an e-mail,
or PowerPoint presentation. However, the key or the main purpose of storing information
is to retrieve information when it is needed. Also information is meant to be reused,
rejigged, and ported for various tangential and derivative needs.
6.4.4.3.3 Knowledge
“Knowledge is power” is a popular aphorism derived from the Latin phrase
scientiapotentia est. It is a powerful weapon to possess because it is a culmination
of people’s experiences, ideas, thoughts, and insights. The result of all these factors
transforms information into knowledge.
Knowledge is composed of the tacit experiences, ideas, insights, values,
and judgments of individuals.
In the process, the knowledge tries to answer the “how” part of the information. How
did the 54 incidents get raised? How are we offering 23 services to the customer? Figure 6-9
illustrates the question asked for transforming information to knowledge.
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