Knowledge Management
What is Knowledge Management? Knowledge Management in ITSM is a process that oversees the creation, storage, sharing, and use of knowledge within an IT organization. It aims to improve efficiency by reducing the need to rediscover knowledge and promoting consistent service delivery.
The process involves capturing knowledge from various sources, including incident resolutions, problem analyses, and service requests. This information is then organized, stored, and made easily accessible to IT staff and users when needed.
Key components of Knowledge Management include:
- Knowledge capture and creation
- Knowledge storage and organization
- Knowledge sharing and dissemination
- Knowledge use and maintenance
- Knowledge evaluation and improvement
Effective Knowledge Management contributes to faster incident resolution times, improved first-contact resolution rates, reduced training time for new staff, and enhanced overall service quality. It also supports self-service initiatives, empowering users to find solutions independently and reducing the workload on IT support staff.