Knowledge Management provides value to all stages of the service lifecycle by providing secure accurate and up to date knowledge, information and data that is needed to manage and deliver services. Knowledge Management is particularly important within Service Transition since current and applicable knowledge is one of the key service elements being transitioned.
Effective Knowledge Management is a powerful tool for people in all roles across all stages of the service lifecycle. It is a best practice method for individuals and teams to share data, information and knowledge about all components of an IT service. Having the right information in the right place at the right time will enhance all stake holder’s ability to make informed decisions based on the most current knowledge about their environments.
Successful management of data, information and knowledge will enable the service provider staff to have a clear understanding of who uses the services, how they use those services and how value is generated by use of the services provided. Given this understanding we should be able to ensure that our services are more secure, more reliable and are better designed to align to changing customer requirements.
By maintaining a Service Knowledge Management System (SKMS), and having controlled access to this knowledge, we can better certify conformance with legal or regulatory requirements and any company policies as they pertain to the use, distribution, retention and final retirement of this valuable resource.