What is Knowledge Management
"Knowledge Management is the process of creating, using, sharing and maintaining organizational knowledge so that business users can use whenever needed."
This is a part of service transition within the ITIL Service Lifecycle. ITIL Knowledge Management receives inputs from other ITIL processes and knowledge is consumed across the organization to resolve issues faster and empower users. Knowledge Management improves collaboration among multiple teams, but this process is underutilized as companies create wealth but fail in the distribution aspect. Knowledge has to be captured, organized and shared in a way that is easily consumed. Knowledge-Centered Support (KCS) is a set of best practices for Knowledge Management that recommends the best way to structure knowledge in a suggested framework.
- Knowledge exists in silos
- Limited or no knowledge transition
- Ambiguity in knowledge ownership
- Cultural barriers
- Poor training or mentoring programs
- No process in place to store and track knowledge
- Low engagement due to a bad user interface
- No technology backed up Knowledge Management
- Operations constraints limiting people from sharing knowledge
Knowledge Management Process
Much of what will help you prioritise has to do with the nature and/or the status of the issue. Here are some basic parameters that will help you plan your day better and make prioritisation simple.