The key activities of Knowledge Management are to gather, analyze, store and share knowledge and information within an organization. To this end, an organization needs to implement a Service Knowledge Management System (SKMS).
The SKMS is a set of tools and databases that are used to manage knowledge and information. It includes the Configuration Management System, as well as other tools and databases. The SKMS stores, manages, updates and presents all information that an IT service provider needs to manage the full lifecycle of IT services.
The SKMS is underpinned by the Configuration Management System (CMS), the Configuration Management Databases (CMDB) and other Service Management databases. In its wider context it also holds knowledge from other sources such as:
• The experience of technical staff
• Records of peripheral matters of interest (e.g. weather, user numbers and behaviors, market conditions)
• Suppliers and partner requirements, abilities and skills
• User skill levels (e.g. use of PCs or the internet).
An overall Knowledge Management Strategy is required, including how to identify, capture, and maintain knowledge and the underpinning data. It is also necessary to consider knowledge transfer (i.e. retrieving and sharing knowledge in order to solve problems), and support dynamic learning, strategic planning and decision-making. Evaluation and improvement is important as with other Service Management processes. We must measure the use made of the data, evaluate its usefulness and identify improvements.
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