This article provides an overview of the ITIL process Knowledge Management.

Knowledge and information are at the centre of an organisation. Having processes in place for gathering, storing, sharing and analysing this information is key to the efficiency of an organisation, and this is covered in Knowledge Management. Examples of this within Transition include identification of stakeholders, risk levels and available resources.
The goal of Knowledge Management is to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.
Knowledge Management is used in all of the areas of an IT Service, and one of the areas of importance is ensuring users, service desk and support staff are aware of new and changed services and understand them and any known errors.
Further information is available on subjects such as:
  1. The Data > Information > Knowledge > Wisdom structure.
  2. Knowledge transfer.
  3. Data and Information Management.
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