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Knowledge Management (ITIL v3)

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Transition

Knowledge Management

The purpose of the knowledge management process is to share perspectives, ideas, experience and information and to ensure this knowledge are available to stakeholder to take informed decisions. Knowledge Management process ensures the information is available to stakeholders when needed and is trust worthy. 

The objectives of knowledge management are to: 

  • Gather, analyse, store, shared, use and maintain knowledge, information and data throughout the organisation 
  • Improve the quality of management decision making by ensuing that reliable and secure knowledge, information and data is available throughout the service life cycle 
  • Reduce the need to rediscover knowledge 
  • Maintain a Service Knowledge Management System (SKMS) that provides controlled access to knowledge, information and data that is appropriate for each audience 


In SFIA 7 Knowledge Management is a specific skill


ITIL Foundations cover the basics of Transition Planning.

There is focussed training available to cover the Service Transition life cycle

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