Knowledge Management Process
2 Knowledge management process 2.1 Overview and process diagram The main activities of knowledge management are shown in Figure 1 and summarised below.
Figure 1: Knowledge management activities
Source: based on ITIL Service Transition Book 2011. Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS
Although each activity is shown in Figure 1 as following on from the previous one, knowledge management actually takes place across a broad spectrum of projects, services and other IT-related functions. The full process may be followed for large projects, such as the introduction of a new ERP system, but equally each activity may be undertaken in isolation on a day-to-day basis for established services. The first step in establishing a knowledge management process will be to define the strategic approach that will be taken within [Organization Name]. Knowledge exists within all of the processes of service management but is created, stored and used in many different ways. The purpose of the strategy is to provide clear direction for how the
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