This is an article that I wrote for the next Integritas newsletter, it’s posted now on their website https://www.integritas.ca/news-and-articles/articles/knowledge-management-and-itil/
Today’s post is a little different than my last few, today I am wondering why all the lessons learned that I see for knowledge management initiatives are the same.
The following discussion of lessons learnt is taken from my experience implementing knowledge management activities in the outsourcing business unit of a large technology company and from projects that I have completed in my consulting practice. The consulting projects have included the implementation of knowledge management enabled processes, including ITIL processes.
ITIL says very little about little about Knowledge Management, I know we were all hoping version 3 was going to clarify the situation, but other than saying it goes across the most of the governance and all of the operational processes, it got decidedly little coverage. I don’t disagree with that assessment, I just don’t think it goes far enough to make recommendations or propose guidelines as to how to handle the knowledge of that is generated in executing ITIL processes and IT activities in general.