Knowledge Management Process
1 Introduction 1.1 Vision statement The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This process forms a key part of the realisation of that vision.
1.2 Purpose This document defines how the process of knowledge management is implemented within [Organization Name]. The purpose of the knowledge management process according to ITIL® is:
“… to share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge.”
Source: ITIL Service Transition Book 2011. Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS.
1.3 Objectives The objectives of the knowledge management process are to: • • • •
Ensure that the right information and knowledge is available to the right people at the right time and in the most appropriate format Help to achieve the levels of utility and warranty required from a new or changed service by ensuring that knowledge transfer is achieved effectively during transition Provide knowledge for use in management decision-making leading to an improvement in the delivery of services Create and maintain a service knowledge management system (SKMS) that integrates various knowledge sources into an accessible but secure tool that encompasses the scope of the implementation
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