Strategic Learning and Knowledge Management. Knowledge Management Research and Practice. Knowledge and Process Management. Classic and Contemporary Works.
The knowledge management process ensures that all staff members of an IT service provider have an accurate and sufficient knowledge to be able to contribute to the vision and mission of the IT service provider and to ensure that the services that they deliver to the customer add value.
ITIL foundation Knowledge management processes will test your knowledge about goals and objectives of the knowledge management process, and this is what we will explain in this article.
The capability of a company Knowledge management processes its knowledge and experience. Capabilities are not like resources. Resources are mostly related to the budget of a company while capabilities are earned based on experience and therefore cannot be purchased.
Since knowledge is a valuable asset of a company, this must be kept in the company and available for the use of other employees as well. And this is ensured mainly by the knowledge management process.
The goal of the knowledge management process The primary purpose of the knowledge management process is enabling organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the Service Lifecycle. These are all important information, data, and knowledge that should be managed and used in case the IT service provider personnel need it.
And these kinds of information and data is managed and controlled by the knowledge management process.
There are three main objectives of the knowledge management process that enable an IT service provider to: Be more efficient and improve quality of service Increase satisfaction Reduce the cost of service Creating efficiency through streamlined procedures A workaround for a known problem or a simpler way of doing something should be known by all employees of an IT Service provider.
In this way, a workaround or faster way of delivering a service can be ensured.
|The 3 Objectives of ITIL Knowledge Management Process Explained - Master of Project Academy Blog||By definition knowledge management is the process of acquiring, evaluating and utilizing information effectively in order to enable delivery of the right information at the right time, in a way that is practical and helpful to the end user.|
|Knowledge Management | IT Process Wiki||Jump to navigation Jump to search According to Rumizen"knowledge management is a systematic process by which knowledge needed for an organisation to succeed is created, captured, shared and leveraged.|
And this will enable efficient service delivery, improved service quality, increased customer satisfaction and a reduction in costs respectively. Therefore, the knowledge management process aims to distribute critical data and information for the use of the staff of an IT Service Provider.
Clear and shared understanding of value of services Another objective of the knowledge management process is ensuring that the staff has a clear and common understanding of the value that their services provide to customers.
Each employee must know the mission, vision and high-level strategies of a company. Each personnel member must keep the ultimate value of a service to its customers in mind when delivering a service.
For instance, a telecom operator must be aiming to provide connectivity wherever a subscriber is.
Or, a vendor can be aiming to provide seven days and twenty hours support for its each customer etc. These kinds of mission, vision, and strategy of a company and value that should be delivered to the customer must be known by the staff, and this is ensured by the knowledge management process.
Ensuring that the staff has adequate information The final objective of the knowledge management process is ensuring that the IT service provider staff have adequate information.
To provide successful service delivery to the customers, people as the resources of an IT service provider is crucial. Especially if the end service is provided by the staff to the customers, these staff members must be very well trained and have sufficient knowledge of what will be delivered to the customer and how to respond to the possible customer questions.
Training and equipment of the staff with relevant information and skills are the objective of the knowledge management process. Knowledge management systems The Data-Information-Knowledge-Wisdom hierarchy forms part of the knowledge management system.
This hierarchy explains how data is transformed from a chaotic mass of data into an understanding of relations informationan understanding of patterns knowledge and an understanding of principles wisdom.
This is an efficient way of transforming data into useful and valuable units of information.
The service knowledge management system or SKMS also forms part of the knowledge management system. It is a set of tools and databases that are used to manage knowledge and information. All services, components, assets, documentations, applications, databases, etc.
Knowledge is fluid and different people in an organization have knowledge of various aspects of a service. To ensure a secure chain of knowledge within an IT service provider, a clear process like the knowledge management process must be followed so that services can be rolled out and managed efficiently.Introducing Knowledge Management.
Knowledge management is essentially about getting the right knowledge to the right person at the right time. This in itself may not seem so complex, but it implies a strong tie to corporate strategy, understanding of where and in what forms knowledge exists, creating processes that span organizational functions, .
Knowledge Management Processes The knowledge processes listed below are based on structured facilitated dialogue to extract and exchange knowledge between individuals and teams. Dialogue is a question-and-answer process by which people exchange knowledge, and is crucial to developing common understanding.
According to Rumizen (), "knowledge management is a systematic process by which knowledge needed for an organisation to succeed is created, captured, shared and leveraged." For this reason, knowledge management involves leadership establishing processes, also defined as .
Processes, Techniques, And Tools Of Knowledge Management In the last installment, we looked at knowledge management, its constituent components, and the tasks it sets out to accomplish.
In this article, I would like to tell you about the processes and techniques associated with knowledge management. Knowledge management (KM) is the process of creating, sharing, using and managing the knowledge and information of an organisation.
It refers to a multidisciplinary approach to achieving organisational objectives by making the best use of knowledge. Knowledge management (KM) is the process of creating, sharing, social and organisational learning processes are essential to the success of a knowledge management strategy; and measurement, benchmarking and incentives are essential to accelerate the learning process and to drive cultural change.