Service Transition
Knowledge Management
Introduction
Knowledge Management handles a variety
of
knowledge in
the
forms of data,
information and experience.
Knowledge Management ensures that valuable knowledge
is stored and managed
for ease of future reference.
Purpose and Objectives
The purpose of Knowledge Management is to ensure that the right information is delivered
to the appropriate place or person
at the right time to enable informed decision.
The objectives of Knowledge Management are as follows:
• Improve the quality of management decision-making by ensuring that reliable
and secure knowledge, information and data is available
• Enable the service provider
to increase efficiency, quality and satisfaction and reduce costs by reducing the need to rediscover knowledge
• Ensure that staff have a clear and common
understanding of the value that their services provide to customers
• Maintain a service knowledge management system (SKMS)
• Gather, analyse, store,
share, use and maintain knowledge, information and data
Scope
Knowledge management is a whole
lifecycle-wide process in that it
is relevant to all lifecycle stages and hence is
referenced throughout ITIL from the perspective of each publication. It is dealt with to some
degree within other ITIL publications,
but this section sets out the basic concept, from a service transition focus.
Knowledge management includes oversight of the management of knowledge, the information and data from which that knowledge derives.
DIKW Model
Knowledge Management is important for
all lifecycle stages
as it aims
to initiate improvement in all areas within the lifecycle via recorded experiences. The basis of Knowledge
Management lies within the DIKW Model.
DIKW Model stands for:
• Data is a set of discrete facts about events.
• Information is generated when context us added to data.
• Knowledge is tacit experiences,
ideas,
insights, values
and
judgements
of individuals.
• Wisdom is the ultimate understanding
of the material and allows decisions to be made based on common sense and insight.
Service Knowledge Management System
Service Knowledge
Management System (SKMS) covers
broader aspects of Knowledge
Management, creates knowledge
from data, and
facilitates decision-
making.
In order to deliver the required knowledge effectively, a relevant architecture matched to
the organizational situation and the knowledge requirements is essential. This
means:
• Creating and regularly updating a Service Management information model
that enables the creation, use and sharing of information that is flexible, timely and cost-effective
• Defining systems that optimize the use of the information while maintaining data and information integrity
Adopting data classification schemes that are in use across the organization, and if necessary
negotiating changes to
enable
them
to deliver
within
the Service
Management area.
SKMS also covers:
• Records of the experiences of staff in performing various skills
• Records of peripheral
matters
• Supplier and partner requirements, abilities and expectations
• Typical and anticipated user skills level
Implementation of a Service Knowledge Management System helps reduce the costs of maintaining and managing
the services, by
increasing the efficiency of operational
management procedures and by reducing risks that arise from the lack of proper mechanisms.
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