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.
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