Knowledge Management - Revision history

Andrea at 10:55, 31 December 2023

2023-12-31T10:55:55Z

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Andrea at 17:07, 19 March 2022

2022-03-19T17:07:42Z

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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]		[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]
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Andrea at 15:37, 30 July 2020

2020-07-30T15:37:36Z

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	==Process Description==		==Process Description==

	ITIL defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. The process overview of [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] shows the key information flows (see Fig. 1).		[[Image:Itil-knowledge-management.jpg\|right\|thumb\|500px\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management (.pdf)]]]
	[[Image:Itil-knowledge-management.jpg\|right\|thumb\|~~375px~~\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]		ITIL defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. The process overview of [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] shows the key information flows (see fig. 1).

	Many aspects of Knowledge Management - added as a new process in ITIL V3 - were covered by several other processes in the previous ITIL version. For example, [[Problem Management]] was (and ~~in ITIL 2011~~ still is) responsible for managing the [[Problem Management#Known Error\|Known Error]] Database.		Many aspects of Knowledge Management - added as a new process in ITIL V3 - were covered by several other processes in the previous ITIL version. For example, [[Problem Management]] was (and still is) responsible for managing the [[Problem Management#Known Error\|Known Error]] Database.

	Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The process itself ensures that all information used in IT Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.		Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The process itself ensures that all information used in IT Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.

	<p> </p>		ITIL 4 refers to 'Knowledge Management' as a [[ITIL_4#General_management_practices\|general management practice]].
			<p style="clear:both;"> </p>

	==Sub-Processes==		==Sub-Processes==

	No sub-processes are specified for [[Knowledge Management\|ITIL Knowledge Management]].		No sub-processes are specified for [[Knowledge Management\|ITIL Knowledge Management]].

	~~<p> </p>~~

	==Definitions==		==Definitions==
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	<meta itemprop="itemListOrder" content="Ascending" />		<meta itemprop="itemListOrder" content="Ascending" />
	<p><span itemprop="name">The following <a href="/index.php/~~ITIL%20Glossary~~#~~ITIL%20Glossary%20A~~-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in Knowledge Management to represent process outputs and inputs:</span>		<p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in Knowledge Management to represent process outputs and inputs:</span>
	</p>		</p>
	~~<p> </p>~~
	<p><b><span id="SKMS" itemprop="itemListElement">Service Knowledge Management System (SKMS)</span></b>		<p><b><span id="SKMS" itemprop="itemListElement">Service Knowledge Management System (SKMS)</span></b>
	</p>		</p>
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	~~<p> </p>~~

	==Roles \| Responsibilities==		==Roles \| Responsibilities==
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	<p> </p>		<p> </p>

	{\| ~~border~~="~~1" cellpadding="5" cellspacing="0~~" style="~~margin-left~~: ~~auto~~; ~~margin-right: auto; text-align:center;" valign="top~~"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	\|style="~~vertical-align~~:~~top~~; ~~text~~-~~align~~:~~center~~" colspan="~~2" style="background:#ffffdd;~~"\| '''<span id="RACI-Matrix-Knowledge-Management">Responsibility Matrix: ITIL Knowledge Management</span>'''		\|+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="3"\|'''<span id="RACI-Matrix-Knowledge-Management">Responsibility Matrix: ITIL Knowledge Management</span>'''
	\|-		\|-
	! style="background:#ffffee; width: 65%; text-align:center" \| ITIL Role / Sub-Process		! style="background:#ffffee; width: 65%; text-align:center" \| ITIL Role / Sub-Process
	! style="background:#~~ffffee~~;" \| [[Knowledge Management#Knowledge Manager\|Knowledge Manager]]		! style="background:#eeeeee; font-size: 90%" \| [[Knowledge Management#Knowledge Manager\|Knowledge Manager]]
	\|-		\|-
	\|style="text-align:left;" \|[[Knowledge Management\|Knowledge Management]]<br /> ''(no sub-processes specified)''		\|style="text-align:left;" \|[[Knowledge Management\|Knowledge Management]]<br /> ''(no sub-processes specified)''
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	\|}		\|}

	~~<p> </p>~~

	'''Remarks'''		'''Remarks'''
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	<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.</span>		<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.</span>

	~~<p> </p>~~

	==Notes==		==Notes==
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	<link itemprop="author" href="https://www.linkedin.com/in/stefankempter" />		<link itemprop="author" href="https://www.linkedin.com/in/stefankempter" />
	<meta itemprop="author" content="Stefan Kempter" />		<meta itemprop="author" content="Stefan Kempter" />
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL ~~2011~~]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]		[[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]
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Andrea at 17:29, 2 March 2018

2018-03-02T17:29:48Z

← Older revision		Revision as of 19:29, 2 March 2018
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	<meta name="description" content="Knowledge Management: ITIL process ~~definition - Sub-processes - Terms - Additional information on ITIL Knowledge Management~~." />		<meta name="description" content="ITIL Knowledge Management aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of this ITIL process is to improve efficiency by reducing the need to rediscover knowledge." />
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	==Process Description==		==Process Description==

	ITIL defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. The process overview of [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] ~~is showing~~ the ~~most important interfaces~~ (see Fig. 1).		ITIL defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. The process overview of [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] shows the key information flows (see Fig. 1).
	[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]		[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]

	Many aspects of Knowledge Management - added as a new process in ITIL V3 - 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 [[Problem Management#Known Error\|Known Error]] Database.		Many aspects of Knowledge Management - added as a new process in ITIL V3 - were covered by several other processes in the previous ITIL version. For example, [[Problem Management]] was (and in ITIL 2011 still is) responsible for managing the [[Problem Management#Known Error\|Known Error]] Database.

	Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The process itself ensures that all information used ~~within~~ IT Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.		Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The process itself ensures that all information used in IT Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.

	<p> </p>		<p> </p>
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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

	<p><small>		<p><small>
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	<meta itemprop="author" content="Stefan Kempter" />		<meta itemprop="author" content="Stefan Kempter" />
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Andrea at 08:34, 28 April 2017

2017-04-28T08:34:07Z

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	~~<p> </p>~~

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Knowledge Management</i> aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of this ITIL process is to improve efficiency by reducing the need to rediscover knowledge.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Knowledge Management</i> aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of this ITIL process is to improve efficiency by reducing the need to rediscover knowledge.</span></p>

Andrea at 14:44, 23 April 2017

2017-04-23T14:44:28Z

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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Knowledge Management</i> 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.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Knowledge Management</i> aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of this ITIL process is to improve efficiency by reducing the need to rediscover knowledge.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" title="ITIL Service Transition">Service Transition</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" title="ITIL Service Transition">Service Transition</a></html>

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	==Process Description==		==Process Description==

	Knowledge Management ~~was added~~ as ~~a new~~ process in ITIL V3.		ITIL defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. The process overview of [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] is showing the most important interfaces (see Fig. 1).
	[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]		[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]

	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 [[Problem Management#Known Error\|Known Error]] Database.		Many aspects of Knowledge Management - added as a new process in ITIL V3 - 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 [[Problem Management#Known Error\|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 [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] is showing the most important interfaces (see Figure 1).		Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The process itself ensures that all information used within IT Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.

	~~ITIL~~ Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The ~~Knowledge Management~~ process itself ensures that all information used within Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.

	<p> </p>		<p> </p>
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	<!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description">		<!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description">
	<meta itemprop="alternativeHeadline" content="ITIL Knowledge Management" />		<meta itemprop="alternativeHeadline" content="ITIL Knowledge Management" />
	<meta itemprop="name" content="Knowledge Management" />		<meta itemprop="name" content="Knowledge Management" />
	<link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management" />		<link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management" />
	<meta itemprop="inLanguage" content="en" />		<meta itemprop="inLanguage" content="en" />
	<link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/Knowledge_Management" />		<link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/Knowledge_Management" />
	<link itemprop="citation" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_del_Conocimiento" />		<link itemprop="citation" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_del_Conocimiento" />
	<meta itemprop="Headline" content="Knowledge Management" />		<meta itemprop="Headline" content="Knowledge Management" />
	<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" />		<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" />
	<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" />		<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" />
	<link itemprop="author" href="https://plus.google.com/111925560448291102517/about" />		<link itemprop="author" href="https://plus.google.com/111925560448291102517/about" />
	<meta itemprop="author" content="Stefan Kempter" />		<meta itemprop="author" content="Stefan Kempter" />
	<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />		<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />
	</span><p></html>		</span><p></html>

Andrea at 17:13, 15 May 2016

2016-05-15T17:13:17Z

← Older revision		Revision as of 19:13, 15 May 2016
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	~~<html><div itemscope="itemscope" itemtype="https://schema.org/WebPage"><!-- define schema.org/WebPage --><p></html>~~
	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span ~~itemprop~~="description"~~><i><span~~ itemprop="~~alternativeHeadline~~">~~ITIL~~ <~~span itemprop="name Headline"~~>Knowledge Management~~</span></span>~~</i> 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.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Knowledge Management</i> 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.</span></p>
	<p><b>Part of</b>: <a ~~itemprop="isPartOf"~~ href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" title="ITIL Service Transition">Service Transition</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" title="ITIL Service Transition">Service Transition</a></html>

	'''Process Owner''': [[Knowledge Management#Knowledge Manager\|Knowledge Manager]]		'''Process Owner''': [[Knowledge Management#Knowledge Manager\|Knowledge Manager]]
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	Knowledge Management was added as a new process in ITIL V3.		Knowledge Management was added as a new process in ITIL V3.
	[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]		[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-knowledge-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]

	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 [[Problem Management#Known Error\|Known Error]] Database.		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 [[Problem Management#Known Error\|Known Error]] Database.
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	<span id="Accountable">[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.</span>		<span id="Accountable">[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.</span>

	<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.</span>		<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.</span>

	<p> </p>		<p> </p>
	~~<p> </p>~~

	==~~[ Infobox ]~~==		==Notes==

			<html>By:  Stefan Kempter <a rel="author" href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<~~html><table class="wikitable">~~		<p> </p>
	~~<tr>~~
	~~<td>Link to this page:</td>~~
	~~<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management">https://wiki.en.it-processmaps.com/index.php/Knowledge_Management</a></td>~~
	~~</tr>~~
	~~<tr>~~
	~~<td>Languages:</td>~~
	<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/Knowledge_Management" title="Knowledge Management">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_del_Conocimiento" title="Gestión del Conocimiento">español</a></span></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Image:</td>~~
	<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" title="Knowledge Management">ITIL Knowledge Management (.JPG)</a></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Author:</td>~~
	~~<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span~~>    <a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
	~~</tr>~~
	</~~table~~>

	<p><small>		<p><small>
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	</small></p>		</small></p>
	</~~div~~><~~!-- end of~~ schema.org/WebPage --><p></html>
			<!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description">
			<meta itemprop="alternativeHeadline" content="ITIL Knowledge Management" />
			<meta itemprop="name" content="Knowledge Management" />
			<link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management" />
			<meta itemprop="inLanguage" content="en" />
			<link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/Knowledge_Management" />
			<link itemprop="citation" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_del_Conocimiento" />
			<meta itemprop="Headline" content="Knowledge Management" />
			<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" />
			<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" />
			<link itemprop="author" href="https://plus.google.com/111925560448291102517/about" />
			<meta itemprop="author" content="Stefan Kempter" />
			<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />
			</span><p></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]
	<!-- --- -->		<!-- --- -->

Andrea at 16:30, 22 December 2013

2013-12-22T16:30:21Z

Show changes

Andrea at 13:20, 16 November 2011

2011-11-16T13:20:02Z

← Older revision		Revision as of 15:20, 16 November 2011
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	== ITIL Knowledge Management ==		<p> </p>

			==<span id="ITIL Knowledge Management">Overview</span>==

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

	'''Part of''': [[ITIL V3 Service Transition\|Service Transition]]		'''Part of''': [[ITIL V3 Service Transition\|Service Transition]]

	'''Process Owner''': [[Knowledge Management#~~Additional Information on~~ Knowledge ~~Management~~\|Knowledge Manager]]		'''Process Owner''': [[Knowledge Management#Knowledge Manager\|Knowledge Manager]]

	<p> </p>		<p> </p>

	== Process~~: ITIL Knowledge Management~~ ==		==== Process Description ====

	~~[[Image:Itil-knowledge-management.jpg\|left\|thumb\|350px\|alt=~~Knowledge Management ITIL~~\|[https://wiki~~.~~en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf~~ ITIL Knowledge Management]]]		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 [[Problem Management#Known Error\|Known Error]] Database.

	Knowledge Management ~~was added as a new process in~~ ITIL V3. ~~Many aspects of~~ Knowledge Management ~~were covered by various~~ processes in ITIL ~~V2 - for example, Problem~~ Management ~~was~~ (~~and in ITIL V3 still~~ is) ~~responsible for managing the Known Error Database~~.		[[Image:Itil-knowledge-management.jpg\|right\|thumb\|375px\|alt=Knowledge Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]
			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 [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]] is showing the most important interfaces (see Figure 1).

	ITIL ~~V3, however, defines~~ Knowledge Management ~~as the one central~~ process ~~responsible for providing knowledge to~~ all ~~other IT~~ Service Management ~~processes~~.		ITIL Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The Knowledge Management process itself ensures that all information used within Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.

	''Note'': ITIL Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The Knowledge Management process itself ensures that all information used within Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.		<p> </p>
	<~~br style="clear:both~~;"/>

	== Sub-Processes ==		== Sub-Processes ==

	No sub-processes are specified for [[Knowledge Management\|ITIL Knowledge Management]].		No sub-processes are specified for [[Knowledge Management\|ITIL Knowledge Management]].

	<p> </p>		<p> </p>

	== ITIL ~~Terms:~~ Knowledge Management ==		== Definitions ==

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

			<p> </p>

	;<span id="SKMS">Service Knowledge Management System (SKMS)</span>		;<span id="SKMS">Service Knowledge Management System (SKMS)</span>
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	<p> </p>		<p> </p>

	== ~~Additional Information ==~~		== Roles \| Responsibilities ==

	~~==== ITIL~~ Roles ====

	;Knowledge Manager - Process Owner		;<span id="Knowledge Manager">Knowledge Manager - Process Owner</span>
	:The Knowledge Manager ensures that the IT organization is able to gather, analyze, store and share knowledge and information.		: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.
	:His primary goal is to improve efficiency by reducing the need to rediscover knowledge.

	<p> </p>		<p> </p>

	== ~~Downloads~~ ==		{\| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
			\|-
			\| valign="top" colspan="2" style="background:#ffffdd;" align="center"\| '''Responsibility Matrix: ITIL Knowledge Management'''
			\|-
			! width="65%" align="center" style="background:#ffffee;" \| ITIL Role / Sub-Process
			! style="background:#ffffee;" \| [[Knowledge Management#Knowledge Manager\|Knowledge Manager]]
			\|-
			\| align="left" \|[[Knowledge Management\|Knowledge Management]]<br /> ''(no sub-processes specified)''
			\| A[[Knowledge Management#Accountable\|<small>[1]</small>]]R[[Knowledge Management#Responsible\|<small>[2]</small>]]
			\|-
			\|}

	~~==== Overview ITIL Knowledge Management ====~~		<p> </p>

	{\|		'''Remarks'''
	~~\| valign="top" \|~~
	~~Use the following links to open the process overview of Knowledge Management showing the most important interfaces:~~

	* [[~~Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)~~]]		<span id="Accountable">[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.</span>
	* [https:~~//wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management (.PDF)]~~''
	~~\| valign="top" \|~~
	~~[[Image~~:~~Itil-knowledge-management.jpg\|thumb\|150px\|left\|none\|alt=~~ITIL Knowledge Management~~\|ITIL Knowledge Management at a glance]]~~
	\|-
	\|}

			<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.</span>

			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]
	<!-- --- -->		<!-- --- -->

Andrea at 16:41, 5 September 2011

2011-09-05T16:41:04Z

← Older revision		Revision as of 18:41, 5 September 2011
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	<seo metakeywords="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" metadescription="Knowledge Management: ITIL process definition - ~~subprocesses~~ - Additional information on ITIL Knowledge Management." />		<seo metakeywords="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" metadescription="Knowledge Management: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Knowledge Management." />
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - Knowledge Management\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - Knowledge Management\|100px
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	== ITIL Knowledge Management~~: Overview~~ ==		== ITIL Knowledge Management ==

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

	'''Part of''': [[ITIL V3 Service Transition\|Service Transition]]		'''Part of''': [[ITIL V3 Service Transition\|Service Transition]]
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	'''Process Owner''': [[Knowledge Management#Additional Information on Knowledge Management\|Knowledge Manager]]		'''Process Owner''': [[Knowledge Management#Additional Information on Knowledge Management\|Knowledge Manager]]

			<p> </p>

	== ITIL Knowledge Management~~: Process Definition~~ ==		== Process: ITIL Knowledge Management ==

	[[Image:Itil-knowledge-management.jpg\|thumb=~~overview_knowledge_management_itilv3_thumb.jpg\|left~~\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]		[[Image:Itil-knowledge-management.jpg\|left\|thumb\|350px\|alt=Knowledge Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]

	Knowledge Management was added as a new process in ITIL V3. Many aspects of Knowledge Management were covered by various processes in ITIL V2 - for example, Problem Management was (and in ITIL V3 still is) responsible for managing the Known Error Database.		Knowledge Management was added as a new process in ITIL V3. Many aspects of Knowledge Management were covered by various processes in ITIL V2 - for example, Problem Management was (and in ITIL V3 still is) responsible for managing the Known Error Database.
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	ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.		ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.

	''Note'': ITIL Knowledge Management is dealt with in many other Service Management processes.		''Note'': ITIL Knowledge Management is dealt with in many other [[ITIL Processes\|Service Management processes]]. The Knowledge Management process itself ensures that all information used within Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.
	The Knowledge Management process itself ensures that all information used within Service Management, stored in the [[Knowledge Management#SKMS\|Service Knowledge Management System]], is consistent and readily available.
	<br style="clear:both;"/>		<br style="clear:both;"/>

	=== Sub-Processes ===		== Sub-Processes ==

	No sub-processes are specified for [[Knowledge Management\|ITIL Knowledge Management]].		No sub-processes are specified for [[Knowledge Management\|ITIL Knowledge Management]].

			<p> </p>

	~~===== Downloads =====~~		== ITIL Terms: Knowledge Management ==

	~~Use the following links to open the process overview of Knowledge Management showing the most important interfaces:~~

	* [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]]
	* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management (.PDF)]''


	=== ITIL Terms: Knowledge Management ===

	;<span id="SKMS">Service Knowledge Management System (SKMS)</span>		;<span id="SKMS">Service Knowledge Management System (SKMS)</span>
	:The Service Knowledge Management System is the central repository of the ~~IT organization’s~~ data, information and knowledge~~. It extends~~ the ~~concept~~ of ~~the infrastructure-focused Configuration Management System~~ to ~~include further information on services~~, ~~capabilities~~, and ~~initiatives~~.		: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.

			<p> </p>

	== Additional Information ~~on Knowledge Management~~ ==		== Additional Information ==

	==== ITIL Roles ====		==== ITIL Roles ====
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	:His primary goal is to improve efficiency by reducing the need to rediscover knowledge.		:His primary goal is to improve efficiency by reducing the need to rediscover knowledge.

			<p> </p>

			== Downloads ==

			==== Overview ITIL Knowledge Management ====

			{\|
			\| valign="top" \|
			Use the following links to open the process overview of Knowledge Management showing the most important interfaces:

			* [[Media:Itil-knowledge-management.jpg\|ITIL Knowledge Management (.JPG)]]
			* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management (.PDF)]''
			\| valign="top" \|
			[[Image:Itil-knowledge-management.jpg\|thumb\|150px\|left\|none\|alt=ITIL Knowledge Management\|ITIL Knowledge Management at a glance]]
			\|-
			\|}


	~~<i><small>[[Main Page\|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Transition\|Service Transition]] > [[Knowledge Management\|ITIL Knowledge Management]]</small></i>~~

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]		[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition\|Knowledge Management]][[Category:Knowledge Management\|!]]
	<!-- --- -->		<!-- --- -->