Knowledge Management and ITIL 4

In the new version of ITIL4, Knowledge Management has an important relevance. It is the key and indispensable element for the proper functioning of the Deliver & Support and Continual Improvement areas.

In this new version of ITIL4, it becomes clear that knowledge is one of the most valuable assets of an organization and the methods of capturing and sharing knowledge move more towards digital solutions, the practice of Knowledge Management becomes even most valuable.

Heat map of Knowledge Management contribution to the activities of the value chain:

Knowledge Management aims to ensure that stakeholders get the right information, in the right format, at the right level, and at the right time, in accordance with their level of access and other relevant policies. This requires a procedure for the acquisition of knowledge, including the development, capture and collection of unstructured knowledge, whether formal and documented or informal and tacit.

This is where Knowledge-Centered Service (KCS) and ITIL 4 meets each other. KCS is a proven methodology for integrating the use, validation, improvement, and creation of knowledge into the workflow of the Deliver & Support area and having a high impact in the Continual Improvement at the same time.

In a nutshell, KCS strives to:

• Integrate the reuse, improvement, and (if it doesn’t exist) creation of knowledge into the problem-solving process
• Evolve content based on demand and usage
• Develop a knowledge base of collective experience to date
• Reward learning, collaboration, sharing, and improving

KCS breaks through the limitations of current support strategies and enables support organizations to deliver greater value with more efficiency. The secret? Capitalizing on what they already have - knowledge. This increased value is created and managed by capturing the collective experience of solving problems and answering questions, making it reusable, and evolving it to reflect organizational-level knowledge.