The DIKW model describes the hierarchy of data, information, knowledge, and wisdom. Data are discrete facts, information provides context to data, knowledge comes from experiences and insights, and wisdom involves using knowledge to make well-informed decisions. For example, the time an incident is logged is data, the average time to close priority incidents is information, recognizing factors that impact closure times is knowledge, and determining solutions based on that knowledge is wisdom.

1. DIKW Model
Francisco Ferrão 1
Information
Who, what,
when, where?
Knowledge
How?
Context
Understanding
Wisdom
Why?
Data

2. Key Concepts
Data discrete facts about events
Example: date and time at which an incident is
logged
Information comes from providing context to data
Example: average time to close priority 2 incidents
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3. Key Concepts
Knowledge tacit experiences, ideas, insights, values
and judgement of individuals
Example: the average time to close priority 2
incidents has increased by about 10% since
a new version of the service was released
Wisdom makes use of Knowledge to create value
through correct and well-informed decisions
Example: recognizing that the increase in time to
close priority 2 incidents is due to poor
quality documentation
Francisco Ferrão 3