Knowledge Management
From IT Process Wiki
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ITIL Version: ITIL Version 3 (ITIL V3)
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 V3 vs. ITIL V2: 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
Sub-Processes of Knowledge Management (ITIL V3)
- no sub-processes specified
- Note: 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.
Roles within Project Management/ Transition Planning and Support (ITIL V3)
- Knowledge Manager (Process Owner)
