29. ITIL | Knowledge Management process overview скачать в хорошем качестве

29. ITIL | Knowledge Management process overview

This ITIL core foundation video explains about the overview, purpose, objectives and scope of Knowledge Management process which is part of service transition stage of ITIL core publication. Purpose of Knowledge Management process The purpose of the knowledge management process is to share perspectives, ideas, experience and information. To ensure that these are available in the right place, right time to enable informed decisions and to improve efficiency by reducing the need to rediscover knowledge. Objectives of Knowledge Management process Improve quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. Ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decisions. Maintain a service knowledge management system (SKMS) that provides controlled access to knowledge, information and data that is appropriate for each audience. Scope of Knowledge Management process Provide knowledge through out the service life-cycle Management of knowledge and the information & data from which the knowledge derives Within the service transition domain might include: Identity of stakeholders Acceptable risk levels and performance expectations Available resource and timescales