Service Knowledge Management

Knowledge Management requires effective and authoritative ownership within an organization. The role of Knowledge Management process owner is crucial, in that it will design, deliver and maintain the Knowledge Management strategy, process and procedures.

The key activities of this role include:

• Undertaking the Knowledge Management role, ensuring compliance with the organization’s policies and processes
• Architecting knowledge identification, capture and maintenance
• Identification, control and storage of any information deemed to be pertinent to the service s provided, which is not available via any other means
• Maintenance of the controlled knowledge items to ensure currency
• Ensuring all knowledge items are made accessible to those who need it in an efficient and effective manner
• Publicity regarding the knowledge information maintained to ensure that information is not duplicated and is recognized as a central source of information etc.
• Acting as an advisor to business and IT personnel on Knowledge Management matters including policy decisions on storage, value, worth etc.

The Service Transition publication includes detailed information on Knowledge Management and the Service Knowledge Management System.

Дата добавления: 2015-10-02