Knowledge Management What is Knowledge Management? Knowledge Management is the process is the process of capturing, distributing, and effectively using knowledge. This includes the identification and capture of useful information, the organization and storage of that information, and the communication and application of that information to support business goals and objectives. The overall goal of Knowledge Management is to improve efficiency and effectiveness by ensuring that the right information is available to the right people at the right time. The purpose of Knowledge Management is to improve organizational performance by making the best use of the knowledge and information available within the organization. This is achieved by identifying, capturing, organizing, and disseminating knowledge and information to support decision-making, problem-solving, and learning. ET Knowledge Management Process The Enterprise Technology (ET) Knowledge Management process meets the foundational requirements for industry best practices as detailed within the ITIL framework for Knowledge Management. The objectives of the ET Knowledge Management process are to: Improve customer service by providing access to accurate and relevant information that can be used to respond to customer inquiries and support service delivery. Improve organizational efficiency and effectiveness by making information and knowledge easily accessible and available. Support knowledge retention and continuity by capturing and preserving information and expertise by sharing and reusing knowledge. Facilitate the creation of new knowledge through collaboration and learning. Knowledge Management Process OwnerSophie Corless Resources Knowledge Management Standards & Guidelines Knowledge Management on ServiceNow
