Capturing Experiences to Inform Organizational Intelligence: The Case of IT Service Competence

Any organization, big or small will always strive to rise to the level of its competence. Competence refers to an organization’s capacity to deploy resources, usually in combination, using organizational processes, to affect a desired end. The competence in turn provides the intelligence to an organization for it to grow and flourish. In this paper, we argue that in order to sustain organizational intelligence, it is important to clearly define the competence objectives and correspondingly build organizational capabilities. The paper presents fundamental and means competencies for a sustaining organizational intelligence.