Knowledge Management - ITIL Concepts

What is Knowledge Management?

The gathering, storing, analyzing and sharing of the knowledge within an organization is known as Knowledge Management which facilitates in improving the efficiency. The process owner of this process is Knowledge Manager.

What are the objectives of Knowledge Management?

The objectives of the knowledge management process are depicted below:

objectives of the knowledge management process

The centralized process which receives the input from all other processes and which provide knowledge to the service management processes is Knowledge Management and is depicted below:

objectives of the knowledge management process

A central repository of data, information and knowledge which is required by the IT organization in managing the lifecycles of the services is known as Service Knowledge Management System (SKMS)


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