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Implementation guidance

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Purpose of this document

This document sets out the Knowledge Management process including flowchart, activities, reporting and roles and responsibilities.

Areas of the ITIL® Framework addressed

The following areas of the ITIL Framework are addressed by this document:

• Service Transition: Knowledge Management

General guidance

Knowledge management is a process that is used across most if not all of the processes of the service lifecycle, from strategy management through to CSI. At its core is the creation of the service knowledge management system (SKMS) which holds all of the information to do with all services in the portfolio. This is a potentially significant piece of work which, due to its size, should usually be approached as a staged undertaking.

Defining the initial scope of the SKMS is important as is the set of tools that will be used to bring it all together. There may be some investment in software required and this should be approached carefully; there is some benefit in having a single place for knowledge, but this can be very hard (and time-consuming) to achieve. There are often multiple options for the hosting of knowledge, each with their own pros and cons and the integration of several platforms can be problematic.

All in all, knowledge management is well worthwhile for the benefits it can potentially bring to the development and ongoing support of services, but it needs to be approached with caution and a long-term perspective.

Review frequency

We would recommend that this document is reviewed annually.