Knowledge management process

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The Introduction section is reserved for the client to use to describe the background and purpose for this process.


A Process is a set of linked activities that transform specified inputs into specified outputs, aimed at accomplishing an agreed-upon goal in a measurable manner. The process definition laid out in this document further breaks down these Activities into Tasks, each of which have a complete set of attributes defined such as workflow, data and tool specifications and the role(s) responsible for executing the tasks. The document also includes process goal and objectives, metrics, role definitions, policies and other process related attributes. A Visio file can be found in the Appendix of this document and in the eProcess tool under “Attachments & Links”. It contains Cross-Functional Flow Diagrams (CFFDs) for each of the activities of the process.

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Process Description

This process strawmodel is compliant with the concepts depicted in the ITIL® V3 framework. The Knowledge Management process provides the ability to deliver quality by providing the ability to store/capture, share, and re-use data and information; consistently and accurately. It provides a means of storing “head knowledge” for everyone to use. However, while Knowledge Management provides the information and data that drives the management of knowledge, details related to asset and configuration management are excluded from this process.


The process goal describes a specific purpose or achievement toward which the efforts of the process are directed. Each ITSM process has a specific focus and when combined with the other ITSM processes, forms a comprehensive framework for delivering and managing services. * Process Goal – The goal of the process is to manage data and information; ensuring that it is available, reliable, and secure. This will aid in improving management decision making.


Process objectives describe material outcomes that are produced or achieved by the process. The following is a list of objectives for this process:

  • Portal – To provide a portal or channel for accessing the knowledge repository.
  • Manage Knowledge – To manage the knowledge based on information and data.
  • Continuous Improvement – To regularly review the goals and objectives of the process; compared to business requirements.
  • Timeliness – To provide knowledge (data and information) in a timely fashion, leading to improved efficiency.
  • Accuracy – To ensure the accuracy of the knowledge repository.
  • Improved Service Quality – To improve the quality of service by enabling service provider efficiency.
  • Increase Satisfaction – To increase satisfaction by improving the quality of service provision.


Process inputs are used as triggers to initiate the process. They are also used by the process to produce the desired outputs.

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