Knowledge Management: Difference between revisions

From IT Process Wiki
mNo edit summary
No edit summary
Line 1: Line 1:
<seo metakeywords="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" metadescription="Knowledge Management: ITIL process definition - subprocesses - Additional information on ITIL Knowledge Management." />
<seo metakeywords="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" metadescription="Knowledge Management: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Knowledge Management." />
<imagemap>
<imagemap>
Image:ITIL-Wiki-de-es.jpg|DE - ES - Knowledge Management|100px
Image:ITIL-Wiki-de-es.jpg|DE - ES - Knowledge Management|100px
Line 8: Line 8:
<br style="clear:both;"/>
<br style="clear:both;"/>


== ITIL Knowledge Management: Overview ==
== ITIL Knowledge Management ==


'''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.
''ITIL Knowledge Management'' aims to gather, analyze, store and share knowledge and information within the IT organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.


'''Part of''': [[ITIL V3 Service Transition|Service Transition]]
'''Part of''': [[ITIL V3 Service Transition|Service Transition]]
Line 16: Line 16:
'''Process Owner''': [[Knowledge Management#Additional Information on Knowledge Management|Knowledge Manager]]
'''Process Owner''': [[Knowledge Management#Additional Information on Knowledge Management|Knowledge Manager]]


<p>&nbsp;</p>


== ITIL Knowledge Management: Process Definition ==
== Process: ITIL Knowledge Management ==


[[Image:Itil-knowledge-management.jpg|thumb=overview_knowledge_management_itilv3_thumb.jpg|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management]]]
[[Image:Itil-knowledge-management.jpg|left|thumb|350px|alt=Knowledge Management ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf 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.  
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.  
Line 25: Line 26:
ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.  
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.
''Note'': ITIL Knowledge Management is dealt with in many other [[ITIL Processes|Service Management processes]]. 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 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.
<br style="clear:both;"/>
<br style="clear:both;"/>


=== 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]].  


<p>&nbsp;</p>


===== Downloads =====
== ITIL Terms: Knowledge Management ==
 
Use the following links to open the process overview of Knowledge Management showing the most important interfaces:
 
* [[Media:Itil-knowledge-management.jpg|ITIL Knowledge Management (.JPG)]]
* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management (.PDF)]''
 
 
=== ITIL Terms: Knowledge Management ===


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


<p>&nbsp;</p>


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


==== ITIL Roles ====
==== ITIL Roles ====
Line 56: Line 50:
:His primary goal is to improve efficiency by reducing the need to rediscover knowledge.
:His primary goal is to improve efficiency by reducing the need to rediscover knowledge.


<p>&nbsp;</p>
== Downloads ==
==== Overview ITIL Knowledge Management ====
{|
| valign="top" |
Use the following links to open the process overview of Knowledge Management showing the most important interfaces:
* [[Media:Itil-knowledge-management.jpg|ITIL Knowledge Management (.JPG)]]
* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_knowledge_management_itilv3.pdf ITIL Knowledge Management (.PDF)]''
| valign="top" |
[[Image:Itil-knowledge-management.jpg|thumb|150px|left|none|alt=ITIL Knowledge Management|ITIL Knowledge Management at a glance]]
|-
|}




<i><small>[[Main Page|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Transition|Service Transition]] > [[Knowledge Management|ITIL Knowledge Management]]</small></i>


<!-- This page is assigned to the following categories: -->
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition|Knowledge Management]][[Category:Knowledge Management|!]]
[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Transition|Knowledge Management]][[Category:Knowledge Management|!]]
<!-- --- -->
<!-- --- -->

Revision as of 17:41, 5 September 2011

<seo metakeywords="itil knowledge management, knowledge management itil, itil knowledge management process, knowledge management process" metadescription="Knowledge Management: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Knowledge Management." />

DE - ES - Knowledge Managementdiese Seite auf Deutschesta página en español
DE - ES - Knowledge Management


ITIL Knowledge Management

ITIL Knowledge Management aims to gather, analyze, store and share knowledge and information within the IT 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: ITIL Knowledge Management

Knowledge Management ITIL
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.

Sub-Processes

No sub-processes are specified for ITIL Knowledge Management.

 

ITIL Terms: Knowledge Management

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.

 

Additional Information

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.

 

Downloads

Overview ITIL Knowledge Management

Use the following links to open the process overview of Knowledge Management showing the most important interfaces:

ITIL Knowledge Management
ITIL Knowledge Management at a glance
Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=Knowledge_Management&oldid=5234"