ITIL Glossary/ ITIL Terms K

ITIL Glossary V3 2011 — **ITIL Glossary:**
All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM)

ITIL Glossary Terms

The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[1]

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ITIL Terms starting with K

For quick access, all ITIL terms and definitions starting with "K" are listed below.

Please click on one of the terms to see its definition.

Key Performance Indicator (KPI)
Knowledge Management
Knowledge Manager
Known Error
Known Error Database
KPI Target Value

Definitions

Key Performance Indicator (KPI)

A Metric that is used to help manage a process, service or activity.
Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the process, service or activity.
KPIs should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed.

Knowledge Management

→ ITIL processes, ITIL Service Transition > Knowledge Management

Knowledge Manager

→ Roles within ITIL, Knowledge Manager
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.

Known Error

A Known Error is a problem that has a documented root cause and a Workaround.
Known Errors are managed throughout their lifecycle by the Problem Management process.
The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB).
As a rule, Known Errors are identified by Problem Management, but Known Errors may also be suggested by other Service Management disciplines, e.g. Incident Management, or by suppliers.
→ ITIL processes, ITIL Service Operation > Problem Management

Known Error Database

The Known Error Database (KEDB) is created by Problem Management and used by Incident and Problem Management to manage all Known Error Records.
→ ITIL processes, ITIL Service Operation > Problem Management

KPI Target Value

The to-be value of a Key Performance Indicator (KPI).
It is the responsibility of the Process Owners to manage and optimize processes so that KPI targets are achieved.
→ ITIL processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

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Notes

[1] ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Source (partially): ITIL Glossaries/ Acronyms © Crown copyright. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. — The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.