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
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.
