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== ITIL Knowledge Management: Overview ==
'''<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>


'''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.
'''Process Owner''': [[Knowledge Management#Knowledge Manager|Knowledge Manager]]


'''Part of''': [[ITIL V3 Service Transition|Service Transition]]
<p>&nbsp;</p>


'''Process Owner''': [[Knowledge Management#Additional Information on Knowledge Management|Knowledge Manager]]
==Process Description==


[[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)]]]
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).


== ITIL Knowledge Management: Process Definition ==
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.


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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.
Image:overview_knowledge_management_itilv3_thumb.jpg|left|ITIL Knowledge Management|350px|thumb
 
default [https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf Knowledge Management ITIL (.pdf)]
ITIL 4 refers to 'Knowledge Management' as a [[ITIL_4#General_management_practices|general management practice]].
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==Sub-Processes==
 
No sub-processes are specified for [[Knowledge Management|ITIL Knowledge Management]].
 
==Definitions==


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.  
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<meta itemprop="itemListOrder" content="Ascending" />
<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><b><span id="SKMS" itemprop="itemListElement">Service Knowledge Management System (SKMS)</span></b>
</p>
<ul><li itemprop="description">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.
</li></ul>
</div><!-- end of schema.org/ItemList --><p></html>


ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.
==Roles | Responsibilities==


* Note: ITIL Knowledge Management is dealt with in many other Service Management processes.
'''<span id="Knowledge Manager">Knowledge Manager - Process Owner</span>'''
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 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.


No sub-processes are specified for [[Knowledge Management|Knowledge Management in compliance with ITIL V3]].
<p>&nbsp;</p>


{| class="wikitable" style="background: white;"
|-
|+ 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:#eeeeee; font-size: 90%" | [[Knowledge Management#Knowledge Manager|Knowledge Manager]]
|-
|style="text-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>]]
|-
|}


=== ITIL Terms: Knowledge Management ===
'''Remarks'''


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


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


== Additional Information on Knowledge Management ==
==Notes==


==== ITIL Roles ====
<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>


;Knowledge Manager - Process Owner
<p>&nbsp;</p>
: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.


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[[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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Latest revision as of 12:55, 31 December 2023

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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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