Knowledge Management

Prologue to Knowledge Management:

Knowledge Management is a premeditated process of establishing, organizing, maintaining, and sharing knowledge and expertise in an organization. The primary objective is to enhance efficiency and retain data within the company. Usually, it is referred to as training and development or for their customers. It includes a process of establishing, sharing experiences, and monitoring data in order to reduce the efficacy of an organization’s public experience.

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Knowledge management, ITIL Knowledge Management

Main Stream Knowledge Management

Knowledge Management was first initiated as a component of ITIL V3. This approach specifies the accountability and responsibility a knowledge manager owns. In ITIL Knowledge Managers are given full authority of the process of which to be implemented as per the regulations I ITIL 4.

In the year 2011, Knowledge Management is considered a sub-processor of ITSM. This method clutch inputs from all stages and generates data that can be used throughout the life-span.

Knowledge Management is the component of the Service Transition level of ITSM:

This approach has 5 phases each having process and sub-process that must be carried out very efficiently. The five (5) phases are:

  1. Service Strategy: This strategy is established by executive-level managers as per their immediate and long-term needs of the business.
  2. Service Design: IT personnel operate to design the services as per the organization’s goals and objectives.
  3. Service Transition: This approach builds the gap between design and service operation.
  4.  Service Operation and
  5.  Continuous service enhancement.

The three (3) main streams of Knowledge Management are:

  1. Gather Knowledge
  2. Stockpiling the information and
  3. Sharing knowledge and experiences.

The objective is to empower organization learning and create an enlightened civilization.

What is ITIL Knowledge Management?

Knowledge Management is accountable for storing the Service Knowledge Management System (SKMS) that constitutes the complete body of knowledge within the service organization. For the purpose of delivering services effectively, it is crucial for knowledge to be captured effectively and systematically structured and made accessible to all and need to be cognizant.

Service Knowledge Management System constitutes all data used by service management which comprises of:

  • Portfolio of services.
  • CMS-Content Management System.
  • Supplier Vendor and Contract System (SCMIS).
  • CIMS, AMIS, and ISMIS).

Knowledge constitutes data with experience. It can be used in a firm’s decision-making. The duty of knowledge management with regards to knowledge is to assist the tools that enable the users to detect trends, to query, and analyze it.

ITIL Knowledge Management defined:

ITIL Knowledge Management in an organization is targeted in assisting decision-making throughout the service proceedings by controlling and administering the flow of data. When knowledge is being utilized you have the ability to ensure that the knowledge is being shared with employees is precise, reliable.

ITIL Knowledge Management is one of the fundamental processes under the Service conversion module of the ITIL context.

Knowledge Management Operations:

Knowledge management activities are decayed into several key activities that must be carried to complete the process:

  1. Knowledge Management Strategy
  2. Knowledge transmission.
  3. Data Management.
  4. Service Knowledge Management System.

ITIL Management significant importance:

ITIL Management is the core process that takes input from all other ITSM methods and is accountable for supplying knowledge and supporting information to all ITSM techniques as and when required. And so it is determined that this process interfaces with all the other processes of ITSM proceedings.

Particularly, this approach is bound with all other approaches like Configuration and Release management for monitoring and keeping records of every formation such as CIs, releases, and elements.

ITIL Knowledge Management key objectives:

The main purpose of ITIL Knowledge management is to assemble, maintain, and share information within a firm.

ITIL Service Knowledge Management System:

ITIL Service Knowledge Management System is the centralized database of information and knowledge that an IT organization has to deliver services. This method normally reserves, administer, modernize, and provide an overview of all databases that an IT service operator needs to administer through the facets of IT services.

SKMS constitutes all the knowledge across the service desk. It facilitates IT professionals and the end-customer to view information as and when they require it.

Service Knowledge Management System Phases:  SKMS is categorized into four phases. They are:

  1. Data and knowledge level- which deals with various data such as CMDS and the known error database which is called KEDB. This stage involves other configurations, tools, and applications.
  2. Information Integration level: In this stage, the data gets consolidated. The information which s stored at this level provides a relationship and configuration to data.
  3. Knowledge processing level: The knowledge which is the foundation in this layer can be accessed. This level works as an interface for the operator to examine and obtain reports and statistics of the information present.
  4.  Demonstration level: All the data which is stored, examined is demonstrated to the end customer at the demonstration level.

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    ITIL Knowledge Management

Benefits of ITIL Knowledge Management:

The creation of an effective knowledge management system in place in an organization impacts productivity, quality of work, and timely delivery. Organizations that construct SKMS effectively and efficiently can serve end-users and customers in a number of ways which includes:

  • It helps in an increase in business volumes with minimum labor.
  • It helps in enhancing the quality of service.
  • It reduces time in marketing.
  • It helps in reducing the influence of legal or regulatory bodies.
  • It helps in evading redundancies in problem-solving by democratizing data.
  • It helps in empowering employee development and enhance work satisfaction.
  • Better workplace
  • Faster and best decision-making ability.
  • Enhancing Cooperation.
  • Knowledge Management decreases the amount of time that is spent on training.
  • It helps in reducing the errors.
  • It enables IT professionals in addressing customer needs faster and effectively.


Knowledge management is one of the powerful and most effective processes in ITIL as it constituents many other approaches and enables end customer in accessing the information which is within the service desk and assists in resolving accidents fulfill requests better.

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