Who are the knowledge workers in ITSM KM process – they need to be Devs on any level!
That is the preparation phase mentioned in my previous blog post:
“Good knowledge workers are people who are innovative, who can think out of the box, who can be creative, who can adjust their perspective according to the context.”
These are the people working in the second top layer of the knowledge economy:
The trick we have to achieve is recognizing and translating innovation into dev for operations delivery and one way to achieve this is through the knowledge process.