"> Knowledge Management (ITIL v3) – Process-Symphony – ITSM Knowledge Orchestrators

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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 


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 (KCSĀ®) 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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