{"id":14417,"date":"2021-09-13T15:34:51","date_gmt":"2021-09-13T10:04:51","guid":{"rendered":"https:\/\/www.invensislearning.com\/blog\/?p=14417"},"modified":"2026-05-19T10:38:07","modified_gmt":"2026-05-19T05:08:07","slug":"itil-knowledge-management","status":"publish","type":"post","link":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/","title":{"rendered":"ITIL Knowledge Management Explained: A Complete Overview"},"content":{"rendered":"<p class=\"mini-text\" style=\"text-align: justify;\">The Service Knowledge Management System (SKMS) is a collection of systems, tools, and databases that are required for knowledge management to be successful. It is the responsibility of Knowledge Management in ITIL to maintain the Service Knowledge Management System, which represents the total body of knowledge within the organization. The main purpose of the knowledge management process in ITIL is to share different ideas, perspectives, experiences, and information. It also has to ensure that these are available at the right place and at the right time in order to allow informed decisions to be made. It helps to improve efficiency by decreasing the necessity to rediscover knowledge.<\/p>\n<h2 class=\"margin-top-20\"><strong>Basic Concepts of Knowledge Management in ITIL<\/strong><\/h2>\n<ul>\n<li class=\"mini-text\" style=\"text-align: justify;\"><strong>Data:<\/strong>\u00a0It is a set of discrete facts<\/li>\n<li class=\"mini-text\" style=\"text-align: justify;\"><strong>Information:<\/strong> It arises from providing context to the data<\/li>\n<li class=\"mini-text\" style=\"text-align: justify;\"><strong>Knowledge:<\/strong> It is composed of experience, values, ideas, insights, values, and judgments of an individual<\/li>\n<li class=\"mini-text\" style=\"text-align: justify;\"><strong>Wisdom:<\/strong> It makes use of knowledge to create value through correct and well-informed decisions<\/li>\n<\/ul>\n<h2 class=\"margin-top-20\"><strong>Objectives of Knowledge Management in ITIL<\/strong><\/h2>\n<p class=\"mini-text\" style=\"text-align: justify;\">The following are the objectives of knowledge management:<\/p>\n<ul>\n<li class=\"mini-text margin-top-20\">To <a href=\"https:\/\/www.invensislearning.com\/blog\/decision-making-mistakes-avoid\/\">improve the decision-making<\/a> of the management by ensuring that reliable and secure knowledge, data, and information are available.<\/li>\n<li class=\"mini-text margin-top-20\">To enable the service provider to increase their efficiency and the quality of the service they provide. It also increases their satisfaction and reduces the cost of service.<\/li>\n<li class=\"mini-text margin-top-20\">It has to maintain a Service Knowledge Management System (SKMS) which provides controlled access to the required knowledge, information, and data.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">To gather, analyze, store, share, use and maintain knowledge, information, and data throughout\u00a0<a title=\"click here to know about the service providers and the portfolios\" href=\"https:\/\/www.invensislearning.com\/blog\/itil-service-providers\/\" target=\"_blank\" rel=\"noopener\">the organization of the service provider<\/a>.<\/li>\n<\/ul>\n<h2 class=\"margin-top-20\"><strong>Scope of Knowledge Management in ITIL<\/strong><\/h2>\n<p class=\"mini-text\" style=\"text-align: justify;\">Knowledge management is relevant to all lifecycle stages, and hence it is referred to throughout ITIL from the perspective of each publication.<\/p>\n<p><a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener\"><img class=\"alignnone wp-image-10077 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg\" alt=\"ITIL 4 Foundation - Invensis Learning\" width=\"864\" height=\"90\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg 864w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-300x31.jpg 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-768x80.jpg 768w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-150x16.jpg 150w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-696x73.jpg 696w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><\/a><\/p>\n<h2 class=\"margin-top-20\"><strong>Value of Knowledge Management in ITIL<\/strong><\/h2>\n<p class=\"mini-text\" style=\"text-align: justify;\">Implementation of knowledge management practices in the workplace can help to improve the service. The following are the beneficial values of knowledge management:<\/p>\n<ul>\n<li class=\"mini-text margin-top-20\">Knowledge management reduces the amount of time that needs to be invested in the training of newly hired employees. Through knowledge management practices, the teams will receive accurate and up-to-date information constantly, which results in a smaller number of formal training sessions.<\/li>\n<li class=\"mini-text margin-top-20\">It reduces the number of errors made by the members of a team. This is because if the team has all the necessary knowledge required to make decisions, they are unlikely to make more mistakes.<\/li>\n<li class=\"mini-text margin-top-20\">It reduces the need to repeat the steps in the service process. By informing everyone about the process, it is less likely that they will perform a step incorrectly. Knowledge management implementation allows a team to decrease the service process time by removing the need to redo steps.<\/li>\n<li>Successful management of data, information, and knowledge, delivering conformance to legal and other requirements.<\/li>\n<li class=\"mini-text margin-top-20\">It provides us with data, information, and knowledge that is up-to-date, complete, and valid.<\/li>\n<li class=\"mini-text margin-top-20\">Knowledge management provides us with documented requirements for the retention of each category of data, information, and knowledge.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">It allows IT professionals to respond to the needs of the customers quickly and more effectively.<\/li>\n<\/ul>\n<h2 class=\"margin-top-20\"><strong>Stages of Knowledge Management in ITIL<\/strong><\/h2>\n<p class=\"mini-text\">There are 4 stages of knowledge management:<\/p>\n<p><strong><img class=\"alignnone wp-image-14419 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/stages-of-knowledge-management.png\" alt=\"knowledge management in itil - Invensis learning \" width=\"705\" height=\"335\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/stages-of-knowledge-management.png 705w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/stages-of-knowledge-management-300x143.png 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/stages-of-knowledge-management-150x71.png 150w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/stages-of-knowledge-management-696x331.png 696w\" sizes=\"(max-width: 705px) 100vw, 705px\" \/><\/strong><\/p>\n<h3><strong>1. Data<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">The facts available in the database constitute raw data.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">By processing this data, it is converted into usable information.<\/li>\n<\/ul>\n<h3 class=\"mini-text margin-top-20\"><strong>2. Information<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">Data becomes information once it is given context.<\/li>\n<li class=\"mini-text margin-top-20\">Data is sorted according to type to create information.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">This information is then relayed via means such as documents, email, and formal reports in order to establish the relevant information.<\/li>\n<\/ul>\n<h3><strong>3. Knowledge<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">When the members of a team analyze information by taking into consideration their own experiences, it becomes knowledge.<\/li>\n<li class=\"mini-text margin-top-20\">Personal insights of an individual are responsible for turning information into knowledge.<\/li>\n<li class=\"mini-text margin-top-20\">This knowledge can be used for making decisions.<\/li>\n<\/ul>\n<h3 class=\"mini-text margin-top-20\" style=\"text-align: justify;\"><strong>4. Wisdom<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">The gained knowledge can be put into context in IT service situations.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">The entire team is responsible for using their personal judgment and experience to apply the knowledge in a way so that it becomes wisdom.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener\"><img class=\"alignnone wp-image-10077 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg\" alt=\"ITIL 4 Foundation - Invensis Learning\" width=\"864\" height=\"90\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg 864w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-300x31.jpg 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-768x80.jpg 768w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-150x16.jpg 150w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-696x73.jpg 696w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><\/a><\/p>\n<h2 class=\"margin-top-20\"><strong>Process Activities of Knowledge Management in ITIL<\/strong><\/h2>\n<p class=\"mini-text\">The key activities in the knowledge management process are:<\/p>\n<p><strong><img class=\"wp-image-14420 size-full aligncenter\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/process-activities-knowledge-management.png\" alt=\"process activities - knowledge management in ITIL - Invensis learning \" width=\"697\" height=\"332\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/process-activities-knowledge-management.png 697w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/process-activities-knowledge-management-300x143.png 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/process-activities-knowledge-management-150x71.png 150w\" sizes=\"(max-width: 697px) 100vw, 697px\" \/><\/strong><\/p>\n<h3 class=\"mini-text margin-top-20\"><strong>1. Knowledge Management Strategy<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">A strategy for identifying the relevant information should be formed by the IT manager.<\/li>\n<li class=\"mini-text margin-top-20\">Organizations rely on feedback from customers, incident reports, and costs associated with providing and management support systems and translate them into facts to be shared with the team.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">The ideal strategy should identify the types of information to target and process through knowledge management.<\/li>\n<\/ul>\n<h3 class=\"mini-text margin-top-20\"><strong>2. Knowledge Transfer<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">Once the knowledge management strategy is in place, a method has to be devised through which knowledge will be transferred among the members of a team and between departments.<\/li>\n<li class=\"mini-text margin-top-20\">The initial step is to find out the location of gaps to make sure that knowledge reaches the appropriate people in the organization.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">By taking time to identify gaps, we can identify them.<\/li>\n<\/ul>\n<h3 class=\"mini-text margin-top-20\"><strong>3. Information Management<\/strong><\/h3>\n<ul>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">Information can be turned into knowledge only if properly managed and distributed across the whole team.<\/li>\n<li class=\"mini-text margin-top-20\">Access to information is a vital part of the knowledge management process.<\/li>\n<li class=\"mini-text margin-top-20\">Information management involves gathering data, managing information, and finding out how this can be turned into knowledge.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">A process must be established to organize information into a procedure and should be recorded in a manual for future usage.<\/li>\n<\/ul>\n<p><iframe title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/nRsVb1j9jyo\" width=\"615\" height=\"318\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\">?<\/span><\/iframe><\/p>\n<h2><strong>Risks &amp; Challenges of Knowledge Management in ITIL<\/strong><\/h2>\n<p class=\"mini-text\" style=\"text-align: justify;\">The challenges in the knowledge management process are:<\/p>\n<ul>\n<li class=\"mini-text margin-top-20\">A lot of justification would be required for the effort needed to create a consistent architecture for managing the present data, information, and knowledge stores.<\/li>\n<li class=\"mini-text margin-top-20\">It is challenging to ensure that\u00a0all <a title=\"click here to know about the stakeholders\" href=\"https:\/\/www.invensislearning.com\/blog\/who-are-project-stakeholders\/\" target=\"_blank\" rel=\"noopener\">stakeholders<\/a>\u00a0understand the added value that a holistic approach to knowledge management can bring.<\/li>\n<\/ul>\n<p class=\"margin-top-20\" style=\"text-align: justify;\">The risks involved in knowledge management are:<\/p>\n<ul>\n<li class=\"mini-text margin-top-20\">Sometimes, there will be too much focus on the supporting tools rather than on the creation of value.<\/li>\n<li class=\"mini-text margin-top-20\">There can be an insufficient understanding of the knowledge, information and data required.<\/li>\n<li class=\"mini-text margin-top-20\">Too much effort put into capturing knowledge can result in insufficient attention to knowledge transfer and re-use.<\/li>\n<li class=\"mini-text margin-top-20\">Storing of knowledge and information which are outdated and irrelevant.<\/li>\n<li class=\"mini-text margin-top-20\" style=\"text-align: justify;\">A lack of support and commitment from stakeholders.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener\"><img class=\"alignnone wp-image-10077 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg\" alt=\"ITIL 4 Foundation - Invensis Learning\" width=\"864\" height=\"90\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg 864w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-300x31.jpg 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-768x80.jpg 768w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-150x16.jpg 150w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-696x73.jpg 696w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><\/a><\/p>\n<h2><strong>Conclusion<\/strong><\/h2>\n<p class=\"mini-text\" style=\"text-align: justify;\">Knowledge management thus reliable and secure knowledge, data and information are available, thereby improving the overall decision-making capabilities of the organization. It enables the service provider to increase their efficiency and maintains a Service Knowledge Management System (SKMS) which provides controlled access to the required knowledge, information, and data. Also, learn about the various service management skills and best practices with ITIL 4 Foundation training, and gain professional expertise in service management.<\/p>\n<p><span style=\"font-weight: 400;\">Know more about Service Management best practices through Invensis Learning\u2019s IT Service Management certification training on <\/span><a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\"><span style=\"font-weight: 400;\">ITIL V4 Training<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.invensislearning.com\/siam-foundation-certification-training\/\"><span style=\"font-weight: 400;\">SIAM Foundation<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.invensislearning.com\/siam-professional-certification-training\/\"><span style=\"font-weight: 400;\">SIAM professional<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.invensislearning.com\/verism-foundation-certification-training\/\"><span style=\"font-weight: 400;\">VeriSM<\/span><\/a><span style=\"font-weight: 400;\">, etc.<\/span><\/p>\n<div class='white' style='background:rgba(0,0,0,0); border:solid 0px rgba(0, 0, 0, 0); border-radius:0px; padding:0px 0px 0px 0px;'>\n<div id='sample_slider' class='owl-carousel sa_owl_theme owl-pagination-true autohide-arrows' data-slider-id='sample_slider' style='visibility:hidden;'>\n<div id='sample_slider_slide05' class='sa_hover_container' style='padding:0% 2%; margin:0px 0%; '><div style=\"text-align: center;\r\n \r\n    opacity: 1;\r\n    background-repeat: no-repeat;\r\n    background-size: cover;;\"  class=\"test-shine\">\r\n<a href=\"https:\/\/www.invensislearning.com\/siam-professional-certification-training\/\" rel=\"bookmark\" title=\"SIAM Professional Certification Training\" style=\"color:#fff\">\r\n<div class=\"td-module-meta-info SlideBox\" style=\"background:linear-gradient(0deg,#FAD384,#F39381 100%,rgba(0,0,0,0));text-align:center;padding:30px\">\r\n\r\n<div class=\"tdb-module-title-wrap\"><p class=\"entry-title td-module-title\"  style=\"    color: #fff;\r\n    font-size: 18px !important;\r\n    margin: 36px auto;\">\r\n\r\nSIAM Professional Certification Training\r\n<\/p><\/div>\r\n<\/div>\r\n<\/a>\r\n<\/div><\/div>\n<div id='sample_slider_slide01' class='sa_hover_container' style='padding:0% 2%; margin:0px 0%; background-color:rgba(0, 0, 0, 0); '><div style=\"text-align: center;\r\n \r\n    opacity: 1;\r\n    background-repeat: no-repeat;\r\n    background-size: cover;;\" class=\"test-shine\">\r\n\r\n<a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\" rel=\"bookmark\" title=\"ITIL 4 Foundation Certification Training\" style=\"color:#fff\">\r\n\r\n<div class=\"td-module-meta-info SlideBox\" style=\"background:linear-gradient(0deg,#AAC4E6,#4C73BE 100%,rgba(0,0,0,0));text-align:center;padding:30px;margin-bottom:0\">\r\n\r\n<div class=\"tdb-module-title-wrap\"><p class=\"entry-title td-module-title\"  style=\"    color: #fff;\r\n    font-size: 18px !important;\r\n    margin: 36px auto;\">\r\n\r\nITIL 4 Foundation Certification Training\r\n<\/p><\/div>\r\n<\/div>\r\n<\/a>\r\n<\/div><\/div>\n<div id='sample_slider_slide04' class='sa_hover_container' style='padding:0% 2%; margin:0px 0%; '><div style=\"text-align: center;\r\n \r\n    opacity: 1;\r\n    background-repeat: no-repeat;\r\n    background-size: cover;;\"  class=\"test-shine\">\r\n<a href=\"https:\/\/www.invensislearning.com\/itsm-certification-courses\/\" rel=\"bookmark\" title=\"ITSM Certification Training Courses\" style=\"color:#fff\">\r\n<div class=\"td-module-meta-info SlideBox\" style=\"background:linear-gradient(0deg,#94FFF8,#5095EA 100%,rgba(0,0,0,0));text-align:center;padding:30px\">\r\n\r\n<div class=\"tdb-module-title-wrap\"><p class=\"entry-title td-module-title\"  style=\"    color: #fff;\r\n    font-size: 18px !important;\r\n    margin: 36px auto;\">\r\n\r\nITSM Certification Training Courses\r\n<\/p><\/div>\r\n<\/div>\r\n<\/a>\r\n<\/div><\/div>\n<div id='sample_slider_slide02' class='sa_hover_container' style='padding:0% 2%; margin:0px 0%; '><div style=\"text-align: center;\r\n \r\n    opacity: 1;\r\n    background-repeat: no-repeat;\r\n    background-size: cover;;\"  class=\"test-shine\">\r\n<a href=\"https:\/\/www.invensislearning.com\/verism-foundation-certification-training\/\" rel=\"bookmark\" title=\"VeriSM\u2122 Foundation Certification Training\" style=\"color:#fff\">\r\n\r\n<div class=\"td-module-meta-info SlideBox\" style=\"background:linear-gradient(0deg,#5EBDAE,#C1EA9E 100%,rgba(0,0,0,0));text-align:center;padding:30px\">\r\n\r\n<div class=\"tdb-module-title-wrap\"><p class=\"entry-title td-module-title\" style=\"    color: #fff;\r\n    font-size: 18px !important;\r\n    margin: 36px auto;\">\r\nVeriSM\u2122 Foundation Certification Training\r\n<\/p><\/div>\r\n<\/div>\r\n<\/a>\r\n<\/div><\/div>\n<div id='sample_slider_slide03' class='sa_hover_container' style='padding:0% 2%; margin:0px 0%; '><div style=\"text-align: center;\r\n \r\n    opacity: 1;\r\n    background-repeat: no-repeat;\r\n    background-size: cover;;\"  class=\"test-shine\">\r\n<a href=\"https:\/\/www.invensislearning.com\/siam-foundation-certification-training\/\" rel=\"bookmark\" title=\"SIAM Foundation Certification Training\" style=\"color:#fff\">\r\n<div class=\"td-module-meta-info SlideBox\" style=\"background:linear-gradient(0deg,#FAD384,#F39381 100%,rgba(0,0,0,0));text-align:center;padding:30px\">\r\n\r\n<div class=\"tdb-module-title-wrap\"><p class=\"entry-title td-module-title\"  style=\"    color: #fff;\r\n    font-size: 18px !important;\r\n    margin: 36px auto;\">\r\n\r\nSIAM Foundation Certification Training\r\n<\/p><\/div>\r\n<\/div>\r\n<\/a>\r\n<\/div><\/div>\n<\/div>\n<\/div>\n<script type='text\/javascript'>\n\tjQuery(document).ready(function() {\n\t\tjQuery('#sample_slider').owlCarousel({\n\t\t\tresponsive:{\n\t\t\t\t0:{ items:1 },\n\t\t\t\t480:{ items:2 },\n\t\t\t\t768:{ items:2 },\n\t\t\t\t980:{ items:2 },\n\t\t\t\t1200:{ items:2 },\n\t\t\t\t1500:{ items:2 }\n\t\t\t},\n\t\t\tautoplay : true,\n\t\t\tautoplayTimeout : 4000,\n\t\t\tautoplayHoverPause : true,\n\t\t\tsmartSpeed : 300,\n\t\t\tfluidSpeed : 300,\n\t\t\tautoplaySpeed : 300,\n\t\t\tnavSpeed : 300,\n\t\t\tdotsSpeed : 300,\n\t\t\tloop : true,\n\t\t\tnav : true,\n\t\t\tnavText : ['Previous','Next'],\n\t\t\tdots : true,\n\t\t\tresponsiveRefreshRate : 200,\n\t\t\tslideBy : 1,\n\t\t\tmergeFit : true,\n\t\t\tautoHeight : false,\n\t\t\tmouseDrag : false,\n\t\t\ttouchDrag : true\n\t\t});\n\t\tjQuery('#sample_slider').css('visibility', 'visible');\n\t\tsa_resize_sample_slider();\n\t\twindow.addEventListener('resize', sa_resize_sample_slider);\n\t\tfunction sa_resize_sample_slider() {\n\t\t\tvar min_height = '50';\n\t\t\tvar win_width = jQuery(window).width();\n\t\t\tvar slider_width = jQuery('#sample_slider').width();\n\t\t\tif (win_width < 480) {\n\t\t\t\tvar slide_width = slider_width \/ 1;\n\t\t\t} else if (win_width < 768) {\n\t\t\t\tvar slide_width = slider_width \/ 2;\n\t\t\t} else if (win_width < 980) {\n\t\t\t\tvar slide_width = slider_width \/ 2;\n\t\t\t} else if (win_width < 1200) {\n\t\t\t\tvar slide_width = slider_width \/ 2;\n\t\t\t} else if (win_width < 1500) {\n\t\t\t\tvar slide_width = slider_width \/ 2;\n\t\t\t} else {\n\t\t\t\tvar slide_width = slider_width \/ 2;\n\t\t\t}\n\t\t\tslide_width = Math.round(slide_width);\n\t\t\tvar slide_height = '0';\n\t\t\tif (min_height == 'aspect43') {\n\t\t\t\tslide_height = (slide_width \/ 4) * 3;\t\t\t\tslide_height = Math.round(slide_height);\n\t\t\t} else if (min_height == 'aspect169') {\n\t\t\t\tslide_height = (slide_width \/ 16) * 9;\t\t\t\tslide_height = Math.round(slide_height);\n\t\t\t} else {\n\t\t\t\tslide_height = (slide_width \/ 100) * min_height;\t\t\t\tslide_height = Math.round(slide_height);\n\t\t\t}\n\t\t\tjQuery('#sample_slider .owl-item .sa_hover_container').css('min-height', slide_height+'px');\n\t\t}\n\t\tvar owl_goto = jQuery('#sample_slider');\n\t\tjQuery('.sample_slider_goto1').click(function(event){\n\t\t\towl_goto.trigger('to.owl.carousel', 0);\n\t\t});\n\t\tjQuery('.sample_slider_goto2').click(function(event){\n\t\t\towl_goto.trigger('to.owl.carousel', 1);\n\t\t});\n\t\tjQuery('.sample_slider_goto3').click(function(event){\n\t\t\towl_goto.trigger('to.owl.carousel', 2);\n\t\t});\n\t\tjQuery('.sample_slider_goto4').click(function(event){\n\t\t\towl_goto.trigger('to.owl.carousel', 3);\n\t\t});\n\t\tjQuery('.sample_slider_goto5').click(function(event){\n\t\t\towl_goto.trigger('to.owl.carousel', 4);\n\t\t});\n\t\tvar resize_9851 = jQuery('.owl-carousel');\n\t\tresize_9851.on('initialized.owl.carousel', function(e) {\n\t\t\tif (typeof(Event) === 'function') {\n\t\t\t\twindow.dispatchEvent(new Event('resize'));\n\t\t\t} else {\n\t\t\t\tvar evt = window.document.createEvent('UIEvents');\n\t\t\t\tevt.initUIEvent('resize', true, false, window, 0);\n\t\t\t\twindow.dispatchEvent(evt);\n\t\t\t}\n\t\t});\n\t});\n<\/script>\n\n","protected":false},"excerpt":{"rendered":"<p>The Service Knowledge Management System (SKMS) is a collection of systems, tools, and databases that are required for knowledge management to be successful. It is the responsibility of Knowledge Management in ITIL to maintain the Service Knowledge Management System, which represents the total body of knowledge within the organization. The main purpose of the knowledge [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":14474,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[7],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v16.7 (Yoast SEO v16.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>ITIL Knowledge Management Explained: A Comprehensive Guide<\/title>\n<meta name=\"description\" content=\"Get a comprehensive overview of ITIL Knowledge Management, its importance, and how to implement it effectively in your organization.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ITIL Knowledge Management Explained: A Complete Overview\" \/>\n<meta property=\"og:description\" content=\"Get a comprehensive overview of ITIL Knowledge Management, its importance, and how to implement it effectively in your organization.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/\" \/>\n<meta property=\"og:site_name\" content=\"Invensis Learning Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/invensislearn\/\" \/>\n<meta property=\"article:published_time\" content=\"2021-09-13T10:04:51+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-19T05:08:07+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1068\" \/>\n\t<meta property=\"og:image:height\" content=\"552\" \/>\n<meta name=\"twitter:card\" content=\"summary\" \/>\n<meta name=\"twitter:creator\" content=\"@InvensisElearn\" \/>\n<meta name=\"twitter:site\" content=\"@InvensisElearn\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jacob Gillingham\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#organization\",\"name\":\"Invensis Learning\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/\",\"sameAs\":[\"https:\/\/www.facebook.com\/invensislearn\/\",\"https:\/\/www.instagram.com\/invensis_learn\/\",\"https:\/\/www.linkedin.com\/company\/invensis-learning\/\",\"https:\/\/www.youtube.com\/channel\/UCq4xOlJ4xz6Fw7WcbFkrsUQ\",\"https:\/\/twitter.com\/InvensisElearn\"],\"logo\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#logo\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2015\/06\/invensislogo-1.png\",\"contentUrl\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2015\/06\/invensislogo-1.png\",\"width\":181,\"height\":47,\"caption\":\"Invensis Learning\"},\"image\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#logo\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#website\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/\",\"name\":\"Invensis Learning Blog\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.invensislearning.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#primaryimage\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg\",\"contentUrl\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg\",\"width\":1068,\"height\":552,\"caption\":\"knowledge management - invensis learning\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#webpage\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/\",\"name\":\"ITIL Knowledge Management Explained: A Comprehensive Guide\",\"isPartOf\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#primaryimage\"},\"datePublished\":\"2021-09-13T10:04:51+00:00\",\"dateModified\":\"2026-05-19T05:08:07+00:00\",\"description\":\"Get a comprehensive overview of ITIL Knowledge Management, its importance, and how to implement it effectively in your organization.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"ITIL Knowledge Management Explained: A Complete Overview\"}]},{\"@type\":\"Article\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#webpage\"},\"author\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#\/schema\/person\/f498b7701ebf4b3b078149a2d8113002\"},\"headline\":\"ITIL Knowledge Management Explained: A Complete Overview\",\"datePublished\":\"2021-09-13T10:04:51+00:00\",\"dateModified\":\"2026-05-19T05:08:07+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#webpage\"},\"wordCount\":1105,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg\",\"articleSection\":[\"Latest IT Service Management Blogs\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#respond\"]}]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#\/schema\/person\/f498b7701ebf4b3b078149a2d8113002\",\"name\":\"Jacob Gillingham\",\"image\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.invensislearning.com\/blog\/#personlogo\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/07\/Jacob-Gillingham-ITSM-96x96.jpg\",\"contentUrl\":\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/07\/Jacob-Gillingham-ITSM-96x96.jpg\",\"caption\":\"Jacob Gillingham\"},\"description\":\"Jacob Gillingham is an Incident Manager with 10+ years of experience in the ITSM domain. He possesses varied experience in managing large IT projects globally. With his expertise in the IT service management domain, currently, he is helping an SMB in their transition from ITIL v3 to ITIL 4. Jacob is a voracious reader and an excellent writer, where he covers topics that revolve around ITIL, VeriSM, SIAM, and other vital frameworks in IT Service Management. His blogs will help you to gain knowledge and enhance your career growth in the IT service management industry.\",\"url\":\"https:\/\/www.invensislearning.com\/blog\/author\/jacob\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"ITIL Knowledge Management Explained: A Comprehensive Guide","description":"Get a comprehensive overview of ITIL Knowledge Management, its importance, and how to implement it effectively in your organization.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/","og_locale":"en_US","og_type":"article","og_title":"ITIL Knowledge Management Explained: A Complete Overview","og_description":"Get a comprehensive overview of ITIL Knowledge Management, its importance, and how to implement it effectively in your organization.","og_url":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/","og_site_name":"Invensis Learning Blog","article_publisher":"https:\/\/www.facebook.com\/invensislearn\/","article_published_time":"2021-09-13T10:04:51+00:00","article_modified_time":"2026-05-19T05:08:07+00:00","og_image":[{"width":1068,"height":552,"url":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg","path":"\/home\/ubuntu\/dev\/blog\/invensislearning_blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg","size":"full","id":14474,"alt":"knowledge management - invensis learning","pixels":589536,"type":"image\/jpeg"}],"twitter_card":"summary","twitter_creator":"@InvensisElearn","twitter_site":"@InvensisElearn","twitter_misc":{"Written by":"Jacob Gillingham","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Organization","@id":"https:\/\/www.invensislearning.com\/blog\/#organization","name":"Invensis Learning","url":"https:\/\/www.invensislearning.com\/blog\/","sameAs":["https:\/\/www.facebook.com\/invensislearn\/","https:\/\/www.instagram.com\/invensis_learn\/","https:\/\/www.linkedin.com\/company\/invensis-learning\/","https:\/\/www.youtube.com\/channel\/UCq4xOlJ4xz6Fw7WcbFkrsUQ","https:\/\/twitter.com\/InvensisElearn"],"logo":{"@type":"ImageObject","@id":"https:\/\/www.invensislearning.com\/blog\/#logo","inLanguage":"en-US","url":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2015\/06\/invensislogo-1.png","contentUrl":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2015\/06\/invensislogo-1.png","width":181,"height":47,"caption":"Invensis Learning"},"image":{"@id":"https:\/\/www.invensislearning.com\/blog\/#logo"}},{"@type":"WebSite","@id":"https:\/\/www.invensislearning.com\/blog\/#website","url":"https:\/\/www.invensislearning.com\/blog\/","name":"Invensis Learning Blog","description":"","publisher":{"@id":"https:\/\/www.invensislearning.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.invensislearning.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"ImageObject","@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#primaryimage","inLanguage":"en-US","url":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg","contentUrl":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg","width":1068,"height":552,"caption":"knowledge management - invensis learning"},{"@type":"WebPage","@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#webpage","url":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/","name":"ITIL Knowledge Management Explained: A Comprehensive Guide","isPartOf":{"@id":"https:\/\/www.invensislearning.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#primaryimage"},"datePublished":"2021-09-13T10:04:51+00:00","dateModified":"2026-05-19T05:08:07+00:00","description":"Get a comprehensive overview of ITIL Knowledge Management, its importance, and how to implement it effectively in your organization.","breadcrumb":{"@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"ITIL Knowledge Management Explained: A Complete Overview"}]},{"@type":"Article","@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#article","isPartOf":{"@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#webpage"},"author":{"@id":"https:\/\/www.invensislearning.com\/blog\/#\/schema\/person\/f498b7701ebf4b3b078149a2d8113002"},"headline":"ITIL Knowledge Management Explained: A Complete Overview","datePublished":"2021-09-13T10:04:51+00:00","dateModified":"2026-05-19T05:08:07+00:00","mainEntityOfPage":{"@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#webpage"},"wordCount":1105,"commentCount":0,"publisher":{"@id":"https:\/\/www.invensislearning.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#primaryimage"},"thumbnailUrl":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/07\/What-is-Knowledge-Management-in-ITIL-1068x552-1.jpg","articleSection":["Latest IT Service Management Blogs"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.invensislearning.com\/blog\/itil-knowledge-management\/#respond"]}]},{"@type":"Person","@id":"https:\/\/www.invensislearning.com\/blog\/#\/schema\/person\/f498b7701ebf4b3b078149a2d8113002","name":"Jacob Gillingham","image":{"@type":"ImageObject","@id":"https:\/\/www.invensislearning.com\/blog\/#personlogo","inLanguage":"en-US","url":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/07\/Jacob-Gillingham-ITSM-96x96.jpg","contentUrl":"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/07\/Jacob-Gillingham-ITSM-96x96.jpg","caption":"Jacob Gillingham"},"description":"Jacob Gillingham is an Incident Manager with 10+ years of experience in the ITSM domain. He possesses varied experience in managing large IT projects globally. With his expertise in the IT service management domain, currently, he is helping an SMB in their transition from ITIL v3 to ITIL 4. Jacob is a voracious reader and an excellent writer, where he covers topics that revolve around ITIL, VeriSM, SIAM, and other vital frameworks in IT Service Management. His blogs will help you to gain knowledge and enhance your career growth in the IT service management industry.","url":"https:\/\/www.invensislearning.com\/blog\/author\/jacob\/"}]}},"_links":{"self":[{"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/posts\/14417"}],"collection":[{"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/comments?post=14417"}],"version-history":[{"count":12,"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/posts\/14417\/revisions"}],"predecessor-version":[{"id":25695,"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/posts\/14417\/revisions\/25695"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/media\/14474"}],"wp:attachment":[{"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/media?parent=14417"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.invensislearning.com\/blog\/wp-json\/wp\/v2\/categories?post=14417"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}