Knowledge Management

From IT Process Wiki
Jump to: navigation, search
diese Seite auf Deutschesta página en españolDE - ES - Knowledge Management


 

Objective: ITIL Knowledge Management aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Part of: Service Transition

Process Owner: Knowledge Manager

 

Process Description

Knowledge Management was added as a new process in ITIL V3.

Many aspects of ITIL Knowledge Management were covered by various processes in the previous ITIL version - for example, Problem Management was (and in ITIL 2011 still is) responsible for managing the Known Error Database.

ITIL, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. The process overview of ITIL Knowledge Management (.JPG) is showing the most important interfaces (see Figure 1).

ITIL Knowledge Management is dealt with in many other Service Management processes. The Knowledge Management process itself ensures that all information used within Service Management, stored in the Service Knowledge Management System, is consistent and readily available.

 

Sub-Processes

No sub-processes are specified for ITIL Knowledge Management.

 

Definitions

The following ITIL terms and acronyms (information objects) are used in Knowledge Management to represent process outputs and inputs:

 

Service Knowledge Management System (SKMS)

  • The Service Knowledge Management System (SKMS) is the central repository of the data, information and knowledge that the IT organization needs to manage the lifecycle of its services. Its purpose is to store, analyze and present the service provider's data, information and knowledge. The SKMS is not necessarily a single system – in most cases it will be a federated system based on a variety of data sources.

 

Roles | Responsibilities

Knowledge Manager - Process Owner

  • The Knowledge Manager ensures that the IT organization is able to gather, analyze, store and share knowledge and information. His primary goal is to improve efficiency by reducing the need to rediscover knowledge.

 

Responsibility Matrix: ITIL Knowledge Management
ITIL Role / Sub-Process Knowledge Manager
Knowledge Management
(no sub-processes specified)
A[1]R[2]

 

Remarks

[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Knowledge Management process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.

 

 

[ Infobox ]

Link to this page:
Languages: English | Deutsch | español
Image: ITIL Knowledge Management (.JPG)
Author: , IT Process Maps