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An Overview of Knowledge Management in ITIL® V3

Every organization feels the need to respond to unexpected circumstances in the best way possible. Keeping this in mind, ITIL® V3 describes Knowledge Management in great detail in its Service Transition volume.

Knowledge Management is the process of gathering, analyzing, storing and sharing knowledge and information within an organization.

Knowledge Management is responsible for planning a strategy in an organization, transferring knowledge to other employees, managing and controlling the organization’s data and information, and finally implementing Knowledge Management in the service environment.

Importance of Knowledge Management in ITIL:

Knowledge Management identifies an organization’s key requirements and issues and provides a framework for addressing these. A central repository (the Service Knowledge Management System) makes it possible for employees to easily find the information they need for a workable solution. Knowledge Management reduces employee hours, enhances service quality, and increases customer satisfaction by anticipating their wants and needs in the form of readily retrievable documentation.

Data, information, knowledge and wisdom are essential components of Knowledge Management. In ITIL, the term data is basic data and can only become information once it has been interpreted by the user in a way that he can make use of it. For information to become knowledge, one must apply internal or external experiences and ideas to the information. Wisdom is the knowledge acquired over a certain period of time. Wisdom allows managers to make sensible decisions that will affect the organization in a positive way.

Any Changes that take place within the organization need to be well understood before they are addressed and implemented. Therefore, Knowledge Management plays a crucial role in determining whether or not a Change is to be implemented.

In Knowledge Management, candidates learn how to transform information into knowledge so that all the employees of an organization can understand it. To learn more about how Knowledge Management can benefit your organization, enroll in the ITIL V3 Service Transition course at Ashford Global IT.


About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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