Know-how as element of strategic management in an it solution company

The health crisis known as COVID-19 had consequences in the personal and business environment where human beings interact and it proved, among other aspects, that organizations with established administrative documents and previous strategic planning were able to face the negative economic effects and even innovate to remain active in the economic sectors where they operate. To identify the processes developed with exclusive knowledge of the work team members aimed to increase productivity within their organization, it was developed a case method study about a MSME from the IT services field that has remained active due to the knowledge acquired and transmitted without formal management of it, the results of the intervention allow to establish the opportunity to implement the know-how of the entity to strengthen the commitment of the bond organization collaborators and create a competitive advantage aimed to its growth based on strategic planning.