ITIL Fundamentals
What is ITIL?Five Stages of the ITIL Service Lifecycle
Service Strategy
Service ManagementFinancial ManagementService Portfolio Management (SPM)Demand ManagementBusiness Relationship Management
Service Design
Service Level Management (SLM)Service Catalog ManagementCapacity ManagementAvailability ManagementIT Service Continuity Management (ITSCM)Information Security ManagementSupplier Management
Service Transition
Change ManagementChange EvaluationTransition Planning and SupportRelease and Deployment ManagementService Validation and TestingService Asset and Configuration ManagementKnowledge Management
Service Operations
Access ManagementApplication ManagementEvent ManagementIncident ManagementService Operations FunctionsIT Operations ManagementPriority MatrixProblem ManagementRequest FulfillmentService DeskTechnical Management
RACI Responsibilities Matrix

Knowledge Management

Stage
3
Process
7

Responsible for capturing, distributing, and effectively using knowledge within an organization.

It is estimated that poor-knowledge sharing practices cost Fortune 500 companies $31.5 billion dollars annually!

The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. Through effective knowledge management, organizations can:

  • Decrease training time
  • Reduce errors & redundancy
  • Increase collaboration
  • Improve customer experience

Types of Knowledge to Manage

TypeDescription
ExplicitInformation in tangible form such as books, newspapers, or articles.
TacitInformation that is difficult to capture in a tangible form like someone's perception of an experience or a feeling after a big event.

Examples of Knowledge Management

  • Training Agreements
  • Q&As
  • Content Management System
  • Documentations
  • FAQs
  • Forums
  • Webinars
  • Chatbots
  • etc.

Next Up

Transition Planning and Support
ITIL Notes by Johnny McNeil