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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:
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
• Identify and capture valuable knowledge that can be shared across the service lifecycle and reduce dependencies on individuals
1.4 Scope
The scope of this process is defined according to the following parameters:
• Organizational o [List organizations and parts of those organizations covered] • Geographical o [List locations from which requests for change will be accepted and managed] • Services o [Define the services covered by the process] • Technical o [If necessary, cover the technology that may give rise to changes managed via this process]
The following areas are specifically excluded from this process:
[Describe any areas that need to be clearly stated as outside the scope]
