Knowledge Management in ITIL, ITIL Course
Service Transition
Knowledge Management
Introduction
Knowledge Management handles a variety of knowledge in the forms of data, information and experience.
Knowledge Management ensures that valuable knowledge is stored and managed for ease of future reference.
Purpose and Objectives
The purpose of Knowledge Management is to ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decision.
The objectives of Knowledge Management are as follows:
• Improve the quality of management decision–making by ensuring that reliable and secure knowledge, information and data is available
• Enable the service providerto increase efficiency, quality and satisfaction and reduce costs by reducing the need to rediscover knowledge
• Ensure that staff have a clear and commonunderstanding of the value that their services provide to customers
• Maintain a service knowledge management system (SKMS)
• Gather, analyse, store,share, use and maintain knowledge, information and data
Scope
Knowledge management is a wholelifecycle-wide process in that it is relevant to all lifecycle stages and hence is referenced throughout ITIL from the perspective of each publication. It is dealt with to some degree within other ITIL publications, but this section sets out the basic concept, from a service transition focus.
Knowledge management includes oversight of the management of knowledge, the information and data from which that knowledge derives.
Knowledge Management in ITIL, ITIL Course
DIKW Model
Knowledge Management is important for all lifecycle stages as it aims to initiate improvement in all areas within the lifecycle via recorded experiences. The basis of KnowledgeManagement lies within the DIKW Model.
DIKW Model stands for:
• Data is a set of discrete facts about events.
• Information is generated when context us added to data.
• Knowledge is tacit experiences, ideas, insights, values and judgements of individuals.
• Wisdom is the ultimate understandingof the material and allows decisions to be made based on common sense and insight.
Service Knowledge Management System
Service Knowledge Management System (SKMS) covers broader aspects of Knowledge Management, creates knowledge from data, and facilitates decision- making.
In order to deliver the required knowledge effectively, a relevant architecture matched tothe organizational situation and the knowledge requirements is essential. This means:
• Creating and regularly updating a Service Management information model
that enables the creation, use and sharing of information that is flexible, timely and cost-effective
• Defining systems that optimize the use of the information while maintaining data and information integrity
Adopting data classification schemes that are in use across the organization, and if necessary negotiating changes to enable them to deliver within the Service Management area.
SKMS also covers:
• Records of the experiences of staff in performing various skills
• Records of peripheralmatters
• Supplier and partner requirements, abilities and expectations
• Typical and anticipated user skills level
Implementation of a Service Knowledge Management System helps reduce the costs of maintaining and managingthe services, by increasing the efficiency of operational management procedures and by reducing risks that arise from the lack of proper mechanisms.
Knowledge Management in ITIL, ITIL Course What is ITIL ?
ITIL is a framework of best practices for delivering IT services. ITIL’s systematic approach to ITSM can help businesses manage risk, strengthen customer relations, and build an IT environment geared for growth, scale, and change.
What is the meaning of ITIL in IT? Knowledge Management in ITIL, ITIL Course
ITIL, or Information Technology Infrastructure Library, is a well-known set of IT best practices designed to assist businesses in aligning their IT services with customer and business needs. Services include IT-related assets, accessibility, and resources that deliver value and benefits to customers.
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