To do so we need to find the knowledge holders, the appropriate knowledge recipients and the right channels for distribution. So, Knowledge Management is about sharing knowledge within the organization. The purpose of the Knowledge Management practice is to maintain and improve the effective, efficient and convenient use of information and knowledge across the organization.Īs you can see, the definition tells us that this is not only restricted to IT (it is kind of important to note this), but in this article, we will mainly look on the sunny…I mean IT-side of things. What is Knowledge Management according to ITIL 4?ĪXELOShas defined the Knowledge Management practice as follows: But what if I told you that it could actually have a much larger effect than anticipated at the first look? Thanks to my fortune-telling crystal sphere, I can tell you that most of the times these are going to be Incident Management, Service Request Management and how the Service Desk can reduce customer dissatisfaction.Īnd let’s face it, Knowledge Management does not really seem to be the best candidate to alleviate these issues.
So, a better approach is to gain an understanding of the most burning issues the organization has. so the company (and their internal IT managers) are totally overwhelmed and a bit nervous because you just pointed out a quite long list of things they have done wrong (and let’s be honest, nobody likes that). You have tons of experience, oceans of ideas and the energy to change the world 🙂 and you start telling the company that they should changes this and that and another thing and “How about the Service Desk?” or “What are we going to do about the burning SLAs?”…. So, you are an external ITSM consultant (or even an ITIL 4 trainer like myself) and the company tells you that they want to formalize their ways of working while adopting best practice methodologies like ITIL 4. I invite you to do the same for a moment. And honestly, I can somehow understand that if I try to put myself in the shoes of a company who is trying to standardize their Service Management practices. More often than not, Knowledge Management is seen as a secondary or even tertiary discipline within organizations. Ladies and gentleman, welcome to my interpretation of the famous and often underestimated practice of Knowledge Management.
#ITIL KNOWLEDGE MANAGEMENT HOW TO#
So today, I am going to dig a little deeper into this neglected practice and I will try to explain why it is important and how to start on the right foot with it. Oh, what an amazing topic for a rainy Sunday afternoon, where you have nothing better left to do…īecause quite often this is how Knowledge Management is seen in companies. Practitioner Scrum Product Owner (PSPO I, CSPO, RPO).Registered Scrum Master & Product Owner (RSMPO).An in-depth description of knowledge management can be found on Wikipedia's ITIL page. It can also act as a resource for customer self-service, freeing up your service desk and reducing incident rates and resolution times. When implemented effectively it helps move knowledge from the individual to the organization as a whole. Knowledge management helps to identify, create and share service related insights, experiences and initiatives to staff, customers (where appropriate) and your organization. You can also create tasks to help in the drafting and review process for new articles. Like other Service Desk records, knowledge articles can be linked to incidents, problems, changes, releases and even other knowledge articles. They can be internal only or made available to your customers via the Customer Portal, allowing you to keep your staff and customers in the know by sharing insights and experiences of your services. Knowledge articles are articles that are written and maintained by Service Desk technicians and are a way of providing your staff and/or customers with a clear and common understanding of your services.
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