Knowledge Management: Difference between revisions
From IT Process Wiki
No edit summary |
No edit summary |
||
| (7 intermediate revisions by the same user not shown) | |||
| Line 1: | Line 1: | ||
< | <itpmch><title>Knowledge Management | IT Process Wiki</title> | ||
<meta name="keywords" content="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" /> | |||
<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." /> | |||
<meta property="og:url" content="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management" /> | |||
<meta property="og:title" content="Knowledge Management | IT Process Wiki" /> | |||
<meta property="og: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." /> | |||
<meta property="og:site_name" content="IT Process Wiki - the ITIL® Wiki"> | |||
<meta property="og:type" content="article" /> | |||
<meta property="article:publisher" content="https://www.facebook.com/itprocessmaps" /> | |||
<meta property="fb:admins" content="100002035253209" /> | |||
<meta property="fb:admins" content="100002592864414" /> | |||
<meta property="og:image" content="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" /> | |||
<meta property="og:image:width" content="1200" /> | |||
<meta property="og:image:height" content="900" /> | |||
<link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" /> | |||
</itpmch> | |||
<imagemap> | <imagemap> | ||
Image:ITIL-Wiki-de-es.jpg|DE - ES - Knowledge Management| | Image:ITIL-Wiki-de-es.jpg|right|DE - ES - Knowledge Management|163px | ||
rect 0 | rect 81 0 114 36 [https://wiki.de.it-processmaps.com/index.php/Knowledge_Management diese Seite auf Deutsch] | ||
rect | rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_del_Conocimiento esta página en español] | ||
desc none | desc none | ||
</imagemap> | </imagemap> | ||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
< | '''<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 Owner''': [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | '''Process Owner''': [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | ||
| Line 20: | Line 30: | ||
<p> </p> | <p> </p> | ||
==Process Description== | |||
Knowledge Management | [[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). | |||
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. | |||
<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]]. | ||
==Definitions== | |||
== Definitions == | |||
<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> | |||
==Roles | Responsibilities== | |||
'''<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. His primary goal is to improve efficiency by reducing the need to rediscover knowledge. | |||
<p> </p> | <p> </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:# | ! 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>]] | | A[[Knowledge Management#Accountable|<small>[1]</small>]]R[[Knowledge Management#Responsible|<small>[2]</small>]] | ||
|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
| Line 73: | Line 81: | ||
<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 | <span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Knowledge Management.</span> | ||
==Notes== | |||
<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> | |||
<span itemprop="breadcrumb" itemscope itemtype="http://schema.org/BreadcrumbList"> | |||
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> | |||
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Process_Description"> | |||
<span itemprop="name">Process Description</span></a> | |||
<meta itemprop="position" content="1"></span> › | |||
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> | |||
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Definitions"> | |||
<span itemprop="name">Definitions</span></a> | |||
<meta itemprop="position" content="2"></span> › | |||
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> | |||
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Roles_.7C_Responsibilities"> | |||
<span itemprop="name">Roles</span></a> | |||
<meta itemprop="position" content="3"></span> | |||
</span> | |||
</small></p> | |||
<!-- 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" /> | |||
<span id="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" itemprop="image" itemscope itemtype="https://schema.org/ImageObject"> | |||
<meta itemprop="caption" content="ITIL Knowledge Management"> | |||
<meta itemprop="contentUrl" content="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" /> | |||
<meta itemprop="width" content="1200" /> | |||
<meta itemprop="height" content="900" /> | |||
<meta itemprop="representativeOfPage" content="true"/> | |||
<meta itemprop="dateCreated" content="2011-09-19" /> | |||
<meta itemprop="dateModified" content="2020-06-20" /> | |||
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | |||
<meta itemprop="url" content="https://wiki.en.it-processmaps.com/images/thumb/a/a5/Itil-knowledge-management.jpg/800px-Itil-knowledge-management.jpg" /> | |||
<meta itemprop="width" content="800" /> | |||
<meta itemprop="height" content="600" /> | |||
</span> | |||
<meta itemprop="keywords" content="Knowledge Management" /> | |||
<meta itemprop="keywords" content="ITIL Knowledge Management" /> | |||
</span> | |||
<link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | |||
<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 | [[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Service Transition|Knowledge Management]][[Category:Knowledge Management|!]] | ||
<!-- --- --> | <!-- --- --> | ||
Latest revision as of 12:55, 31 December 2023
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
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.
| 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
