The document summarizes a case study on implementing knowledge management (KM) strategies in the IT Services Department at the University of Wolverhampton. Prior to KM, communication and sharing of knowledge between teams was limited. The department introduced KM guidelines in 2002 to improve processes and inform future initiatives. Key aspects of the KM approach included identifying goals, creating awareness, identifying and sharing existing knowledge, encouraging collaboration and developing a central knowledge repository. While guidelines provided focus, rapid changes meant they had brief relevance. Creating an open environment that rewards sharing and utilizing existing employee expertise were important success factors.