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Knowledge Management (ITIL 4)

Parent Process Reference Framework: ITIL 4

Service Value Stream Activities

Highly impacted Service Value System(SVS) Activities:

  • Plan
  • Design and Transition
  • Improve 


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 

Knowledge is one of the most valuable assets of an organization. The knowledge management practice provides a structured approach to defining, building, re-using, and sharing knowledge (i.e. information, skills, practices, solutions, and problems) in various forms. As methods of capturing and sharing knowledge move more towards digital solutions, the practice of knowledge management becomes even more valuable. 

It is important to understand that ‘knowledge’ is not simply information. Knowledge is the use of information in a particular context. This needs to be understood with both the user of the knowledge and the relevant situation in mind. For example, information presented in the form of a 300-page manual is not useful for a service desk analyst who needs to find a fast solution. A better example of knowledge that is fit for purpose might be a simplified set of instructions or reference points that allow the analyst to find the relevant content quickly. 

Knowledge management aims to ensure that stakeholders get the right information, in the proper format, at the right level, and at the correct time, according to their access level and other relevant policies. This requires a procedure for the acquisition of knowledge, including the development, capturing, and harvesting of unstructured knowledge, whether it is formal and documented or informal and tacit knowledge. 

  • Plan Knowledge management helps the organization to make sound portfolio decisions and to define its strategy and other plans, and supports financial management. 
  • Improve This value chain activity is based on an understanding of the current situation and trends, supported by historical information. Knowledge management provides context for the assessment of achievements and improvement planning. 
  • Engage Relationships at all levels, from strategic to operational, are based on an understanding of the context and history of those relationships. Knowledge management helps to better understand stakeholders. 
  • Design and transition As with the obtain/build value chain activity, knowledge of the solutions and technologies available, and the re-use of information, can make this value chain activity more effective. 
  • Obtain/build The efficiency of this value chain activity can be significantly improved with sufficient knowledge of the solutions and technologies available, and through the re-use of information. 
  • Deliver and support Ongoing value chain activity in this area benefits from knowledge management through re-use of solutions in standard situations and a better understanding of the context of non-standard situations that require analysis. 


SFIA skill:

Knowledge Management KNOW: The systematic management of vital knowledge to create value for the organisation by capturing, sharing, developing and exploiting the collective knowledge of the organisation to improve performance, support decision making and mitigate risks. The development of a supportive and collaborative knowledge sharing culture to drive the successful adoption of technology solutions for knowledge management. Providing access to informal, tacit knowledge as well as formal, documented, explicit knowledge by facilitating internal and external collaboration and communications.


Certification and Training

Knowledge-Centered Service (KCS®) is a best practice methodology that provides a detailed description of knowledge management principles and practices for service organisations to work more effectively. The KCS methodology is developed and maintained by the Consortium for Service Innovation, a non-profit alliance of service organizations. 

The KCS Academy is the certifying body for KCS and the source for KCS resources. The KCS Academy offers KCS certification for people (KCS Fundamentals, KCS Practices and KCS Trainer) and KCS Verified and Aligned designations for tools and services.

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