In recent years knowledge management has been widely used to manage tacit and explicit knowledge of organizational systems. It has been well documented that organizations with higher information flow and knowledge sharing are more efficient and productive. An organization built on such well developed networks also produce measurable business results like faster learning, quicker response to client needs, and better problem-solving. This paper aims to study existing knowledge practices, the use of Knowledge Management (KM) as a strategic tool and the factors affecting the use of KM in the Indian service industry. The overall objectives of the research are to describe needs and expectations of internal customers from knowledge management system.
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