Knowledge Management: Difference between revisions

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'''ITIL Version''': ITIL Version 3 (ITIL V3)
== ITIL Knowledge Management: Overview ==


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


'''Process Owner''': [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Knowledge Manager]]
'''Process Owner''': [[Knowledge Management#Additional Information on Knowledge Management|Knowledge Manager]]
 
 
== ITIL Knowledge Management: Process Definition ==
 
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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.


==ITIL V3 vs. ITIL V2: Knowledge Management==
ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.


* Knowledge Management was added as a new process in ITIL V3
* Note: ITIL Knowledge Management is dealt with in many other Service Management processes.
* 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
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.
*ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes


No sub-processes are specified for [[Knowledge Management|Knowledge Management in compliance with ITIL V3]].


==Sub-Processes of Knowledge Management (ITIL V3)==


[[Image:overview_knowledge_management_itilv3_thumb.jpg|frame|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf  Overview of the Knowledge Management Process, ITIL V3 (.pdf)]]]
=== ITIL Terms: Knowledge Management ===


* no sub-processes specified
;<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.




* Note: Knowledge Management is dealt with in many other Service Management processes.
== Additional Information on Knowledge Management ==
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.


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==== ITIL Roles ====
 
;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.




==Roles within Project Management/ Transition Planning and Support (ITIL V3)==


* [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Knowledge Manager]] (Process Owner)
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[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition|Knowledge Management]][[Category:Knowledge Management|!]]
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Revision as of 10:44, 12 April 2010

Knowledge Managementdiese Seite auf Deutschesta página en español
Knowledge Management


ITIL Knowledge Management: Overview

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.

Part of: Service Transition

Process Owner: Knowledge Manager


ITIL Knowledge Management: Process Definition

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.

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.

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.

No sub-processes are specified for Knowledge Management in compliance with ITIL V3.


ITIL Terms: Knowledge Management

Service Knowledge Management System (SKMS)
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.


Additional Information on Knowledge Management

ITIL Roles

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.
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