November 2021
Intermediate to advanced
201 pages
2h 49m
English
book
ITIL® 4 Create, Deliver and Support (CDS) - Your companion to the ITIL 4 Managing Professional CDS certification
by Claire Agutter
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CHAPTER 16: VALUE STREAMS FOR USER SUPPORT: KNOWLEDGE MANAGEMENT
In this chapter, we explore key elements of the knowledge management practice. Those elements include:
•Purpose and description;
•The SECI model of knowledge dimensions; and
•Practice success factors.
Purpose and description
The knowledge management practice provides a method, structure, and culture for the development, collection, processing and analysis of data, information and knowledge across all value streams and practices. Every value stream and practice benefits from the knowledge management practice. Its purpose is “to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization.”
Simply put, knowledge management ...
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