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<itpmch><title>Knowledge Management | IT Process Wiki</title>
<itpmch><title>Knowledge Management | IT Process Wiki</title>
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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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'''<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>
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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).
[[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 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 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>&nbsp;</p>
ITIL 4 refers to 'Knowledge Management' as a [[ITIL_4#General_management_practices|general management practice]].
<p style="clear:both;">&nbsp;</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>&nbsp;</p>


==Definitions==
==Definitions==
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<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>
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<p>&#160;</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>
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<p>&nbsp;</p>


==Roles | Responsibilities==
==Roles | Responsibilities==
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<p>&nbsp;</p>
<p>&nbsp;</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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|-
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<p>&nbsp;</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>&nbsp;</p>


==Notes==
==Notes==


<html>By:&#160;&#160;Stefan Kempter&#160;<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:&#160;&#160;Stefan Kempter&#160;<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>&nbsp;</p>
<p>&nbsp;</p>


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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 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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Latest revision as of 11:55, 31 December 2023

DE - ES - Knowledge Managementdiese Seite auf Deutschesta página en español
DE - ES - Knowledge Management


Objective: 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.

Part of: Service Transition

Process Owner: Knowledge Manager

 

Process Description

Knowledge Management ITIL
ITIL Knowledge Management (.pdf)

ITIL 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) 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 still is) responsible for managing the Known Error Database.

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

ITIL 4 refers to 'Knowledge Management' as a general management practice.

 

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.

Notes

By:  Stefan Kempter , IT Process Maps.

 

Process Description  › Definitions  › Roles

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