ITIL Knowledge Management

by Kishan Tambralli

Prologue to Knowledge Management:

Knowledge Management is a premeditated process of establishing, organizing, maintaining, and sharing knowledge and expertise in an organization. The primary objective is to enhance efficiency and retain data within the company. Usually, it is referred to as training and development or for their customers. It includes a process of establishing, sharing experiences, and monitoring data to reduce the efficacy of an organization’s public knowledge.

Knowledge Management, ITIL Knowledge Management


Knowledge Management was first initiated as a component of ITIL V3. This approach specifies the accountability and responsibility a knowledge manager owns. In ITIL Knowledge Managers are given full authority to be implemented as per the regulations ITIL 4.

In the year 2011, Knowledge Management is considered a sub-processor of ITSM. This method clutch inputs from all stages and generates data that can be used throughout the lifespan.

Knowledge Management is the component of the Service Transition level of ITSM:

This approach has 5 phases, each having a process and sub-process that must be carried out very efficiently. The five (5) steps are:

  1. Service Strategy: Executive-level managers establish this strategy as per their immediate and long-term needs of the business.
  2. Service Design: IT personnel operate to design the services as per the organization's goals and objectives.
  3. Service Transition: This approach builds the gap between design and service operation.
  4. Service Operation and
  5. Continuous service enhancement.

The three (3) main streams of Knowledge Management are:

  1. Gather Knowledge
  2. Stockpiling the information and
  3. Sharing knowledge and experiences.

The objective is to empower organizational learning and create an enlightened civilization.

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What is ITIL Knowledge Management?

Knowledge Management is accountable for storing the Service Knowledge Management System (SKMS) that constitutes the complete body of knowledge within the service organization. To deliver services effectively, knowledge must be captured effectively and systematically structured, and accessible to all and need to be cognizant.

Service Knowledge Management System constitutes all data used by service management, which comprises of:

  • Portfolio of services.
  • CMS - Content Management System.
  • Supplier Vendor and Contract System (SCMIS).
  • CIMS, AMIS, and ISMIS.

Knowledge constitutes data with experience. It can be used in a firm’s decision-making. Knowledge management's duty regarding knowledge is to assist the users in detecting trends, queries, and analyzing them.

ITIL Knowledge Management defined:

ITIL Knowledge Management in an organization is targeted in assisting decision-making throughout the service proceedings by controlling and administering data flow. When knowledge is being utilized, you have the ability to ensure that the experience is being shared with employees is precise, reliable.

ITIL Knowledge Management is one of the fundamental processes under the Service conversion module of the ITIL context.

Knowledge Management Operations:

Knowledge management activities are decayed into several key actions that must be carried to complete the process:

  1. Knowledge Management Strategy
  2. Knowledge transmission.
  3. Data Management.
  4. Service Knowledge Management System.

ITIL Management significant importance:

ITIL Management is the core process that takes input from all other ITSM methods and is accountable for supplying knowledge and supporting information to all ITSM techniques as and when required. And so, it is determined that this process interfaces with all the other methods of ITSM proceedings.

This approach is mainly bound with all other processes like Configuration and Release management to monitor and keep records of every formation such as CIs, releases, and elements.

ITIL Knowledge Management key objectives:

ITIL Knowledge management's primary purpose is to assemble, maintain, and share information within a firm.

ITIL Service Knowledge Management System:

ITIL Service Knowledge Management System is the centralized database of information and knowledge that an IT organization has to deliver services. This method normally reserves, administer, modernize, and provide an overview of all databases that an IT service operator needs to help through the facets of IT services.

SKMS constitutes all the knowledge across the service desk. It facilitates IT professionals and the end-customer to view information as and when they require it.

Service Knowledge Management System Phases: SKMS is categorized into four phases. They are:Knowledge Management, ITIL Knowledge Management

  1. Data and knowledge level deals with various data such as CMDS and the known error database, which is called KEDB. This stage involves other configurations, tools, and applications.
  2. Information Integration level: In this stage, the data gets consolidated. The information which s stored at this level provides a relationship and configuration to data.
  3. Knowledge processing level: The knowledge which is the foundation in this layer can be accessed. This level works as an interface for the operator to examine and obtain reports and statistics of the information present.
  4. Demonstration level: All the data stored and examined is demonstrated to the end customer at the demonstration level.
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    Knowledge Management Process

    Benefits of ITIL Knowledge Management:

    Creating an effective knowledge management system in an organization impacts productivity, quality of work, and timely delivery. Organizations that construct SKMS effectively and efficiently can serve end-users and customers in several ways, which includes:

    • It helps in an increase in business volumes with minimum labor.
    • It helps in enhancing the quality of service.
    • It reduces time in marketing.
    • It helps in reducing the influence of legal or regulatory bodies.
    • It helps in evading redundancies in problem-solving by democratizing data.
    • It helps in empowering employee development and enhance work satisfaction.
    • Better workplace
    • Faster and best decision-making ability.
    • Enhancing Cooperation.
    • Knowledge Management decreases the amount of time that is spent on training.
    • It helps in reducing errors.
    • It enables IT, professionals, to address customer needs faster and effectively.
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    Knowledge Management Process Template


      Knowledge management is one of the most powerful and effective ITIL processes. It constituents many other approaches, enables end customers to access the information within the service desk, and helps resolve accidents fulfill requests better.

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