week 7

3.7 Understand methods of communication and sharing knowledge

and their application within a digital support context

• Integrated and standalone IT service management tools:

o incident and problem management systems

o change management systems.

• Knowledge bases and knowledge management systems.

• Wikis and shared documents.

• Shared digital workspaces.

• Telephone.

• Instant messaging.

• Email.

• Video conferencing.

• Digital signage.

• Social media:

o organisational

o public

o personal.

• Blogs.

• Community forums.

• Project management tools (for example, issue logs, Gantt charts,

Kanban boards, burndown charts).

• Policy, process and procedure documents.

Last Updated
2025-06-05 14:29:42