I believe that a service provider can improve by choosing to follow best practices from ITIL, Lean, Agile and more. That said I also believe that Knowledge Management will be the glue that ties in all together. Knowledge is required to deliver maximum results. Knowledge Management ensures the right knowledge to the right people at the right time. Think about yours or your customers service provisioning model. How much time, money and resources is spent because of the lack of knowledge at the right time? How frequently do we need information or access to the information and it is NOT available? Not only is information not available when we need it, but sometimes it is replicated in many ways in many different places so that there is no real way to determine the definitive source. It is difficult to get management control over the outcomes of an organization when the knowledge is out of control. Knowledge Management is required throughout the Service Lifecycle. A few exampl