Knowledge Management: Difference between revisions
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< | <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="Knowledge Management: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Knowledge Management." /> | |||
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'''<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> | |||
<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> | |||
''' | |||
'''Process Owner''': [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | '''Process Owner''': [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | ||
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==Process Description== | |||
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]]] | |||
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. | |||
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, 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). | ||
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== 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]]. | ||
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<p> </p> | <p> </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> | |||
<p> </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> | |||
<p> </p> | <p> </p> | ||
==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> | ||
{| border="1 | {| border="1" cellpadding="5" cellspacing="0" style="margin-left: auto; margin-right: auto; text-align:center;" valign="top" | ||
|- | |- | ||
| | |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:#ffffee; width: 65%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:#ffffee;" | [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | ! style="background:#ffffee;" | [[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>]] | ||
|- | |- | ||
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<p> </p> | <p> </p> | ||
<p> </p> | |||
==[ Infobox ]== | |||
<html><table class="wikitable"> | |||
<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> | |||
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"> | |||
<a href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Process_Description" itemprop="url"><span itemprop="title">Process Description</span></a> › | |||
</span> | |||
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"> | |||
<a href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Definitions" itemprop="url"><span itemprop="title">Definitions</span></a> › | |||
</span> | |||
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"> | |||
<a href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Roles_.7C_Responsibilities" itemprop="url"><span itemprop="title">Roles</span></a> | |||
</span> | |||
</small></p> | |||
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[[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|!]] | ||
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Revision as of 18:30, 22 December 2013
Objective: ITIL Knowledge Management 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.
Part of: Service Transition
Process Owner: Knowledge Manager
Process Description
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 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 ITIL Knowledge Management (.JPG) is showing the most important interfaces (see Figure 1).
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.
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.
[ Infobox ]
| Link to this page: | https://wiki.en.it-processmaps.com/index.php/Knowledge_Management |
| Languages: | English | Deutsch | español |
| Image: | ITIL Knowledge Management (.JPG) |
| Author: | Stefan Kempter, IT Process Maps  |
