Knowledge Management: Difference between revisions
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== ITIL Knowledge Management == | <p> </p> | ||
==<span id="ITIL Knowledge Management">Overview</span>== | |||
''ITIL Knowledge Management'' aims to gather, analyze, store and share knowledge and information within the | '''Objective''': ''ITIL Knowledge Management'' aims to gather, analyze, store and share knowledge and information within the 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]] | ||
'''Process Owner''': [[Knowledge Management# | '''Process Owner''': [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | ||
<p> </p> | <p> </p> | ||
== Process | ==== 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 [[Problem Management#Known Error|Known Error]] Database. | |||
Knowledge Management | [[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]]] | ||
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 | 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. | ||
<p> </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]]. | ||
<p> </p> | <p> </p> | ||
== ITIL | == Definitions == | ||
The following ITIL terms and acronyms (''information objects'') are used in Knowledge Management to represent process outputs and inputs: | |||
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;<span id="SKMS">Service Knowledge Management System (SKMS)</span> | ;<span id="SKMS">Service Knowledge Management System (SKMS)</span> | ||
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<p> </p> | <p> </p> | ||
== | == Roles | Responsibilities == | ||
;Knowledge Manager - Process Owner | ;<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. | :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" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top" | ||
|- | |||
| valign="top" colspan="2" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Knowledge Management''' | |||
|- | |||
! width="65%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process | |||
! style="background:#ffffee;" | [[Knowledge Management#Knowledge Manager|Knowledge Manager]] | |||
|- | |||
| 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>]] | |||
|- | |||
|} | |||
<p> </p> | |||
'''Remarks''' | |||
<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 Knowledge Management.</span> | |||
<p> </p> | |||
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[[Category:ITIL V3]][[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 15:20, 16 November 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." />
Overview
Objective: ITIL Knowledge Management aims to gather, analyze, store and share knowledge and information within the 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.
