Knowledge Management: Difference between revisions
From IT Process Wiki
No edit summary |
No edit summary |
||
| Line 1: | Line 1: | ||
<itpmch><title>Knowledge Management | IT Process Wiki</title> | <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="keywords" content="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" /> | ||
<meta name="description" content="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." /> | ||
<meta property="og:url" content="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management" /> | <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:title" content="Knowledge Management | IT Process Wiki" /> | ||
| Line 38: | Line 38: | ||
==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)]] | 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). | ||
[[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]]] | [[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]]] | ||
Many aspects of Knowledge Management - added as a new process in ITIL V3 - were covered by | 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 in ITIL 2011 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 | 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> | <p> </p> | ||
| Line 98: | Line 98: | ||
==Notes== | ==Notes== | ||
<html>By:  Stefan Kempter <a rel="author" href="https:// | <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> | <p><small> | ||
<span itemscope="itemscope | <span itemprop="breadcrumb" itemscope itemtype="http://schema.org/BreadcrumbList"> | ||
<a href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Process_Description | <span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> | ||
</span> | <a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Process_Description"> | ||
<span | <span itemprop="name">Process Description</span></a> | ||
<a href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Definitions | <meta itemprop="position" content="1"></span> › | ||
</span> | <span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> | ||
<span | <a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Definitions"> | ||
<a href="https://wiki.en.it-processmaps.com/index.php/Knowledge_Management#Roles_.7C_Responsibilities | <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> | </span> | ||
</small></p> | </small></p> | ||
| Line 124: | Line 129: | ||
<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition" /> | <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" /> | <link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Itil-knowledge-management.jpg" /> | ||
<link itemprop="author" href="https:// | <link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | ||
<meta itemprop="author" content="Stefan Kempter" /> | <meta itemprop="author" content="Stefan Kempter" /> | ||
<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" /> | <meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" /> | ||
Revision as of 19:29, 2 March 2018
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 in ITIL 2011 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.
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
