Knowledge Management Policy
Implementation Guidance (this section must be removed from final version of the document)
Purpose of this document This document sets out the organization’s policy with respect to knowledge management.
Areas of the ITIL® Framework addressed The following areas of the ITIL Framework are addressed by this document: Service Transition – Knowledge Management
General Guidance This policy document may be used to set out the organization’s overall attitude to knowledge management and clarify the principles that should be followed. Obviously, significant amounts of information and knowledge will already exist within your organization, albeit perhaps within individual silos. The purpose of a knowledge management policy, together with a knowledge management strategy, is to define the high level approach that will be taken to bringing that knowledge together whilst ensuring new knowledge is captured and existing knowledge is kept up to date.
Review Frequency We would recommend that this document is reviewed annually.
Toolkit Version Number ITIL® 2011 Service Transition Process and Policy Pack Version 1 ©CertiKit 2015.
Acknowledgements ITIL is a registered trade mark of AXELOS Limited.
Copyright notice Except for any third party works included in this document, as identified in this document, this document has been authored by CertiKit, and is © copyright CertiKit except as stated below. Version 1
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CertiKit is a trading name of Public I.T. Limited, a company registered in England and Wales with company number 6432088 and registered office at 5 Falcons Rise, Belper, Derbyshire, DE56 0QN.
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Contents 1
INTRODUCTION ....................................................................................................................................... 6 1.1 1.2 1.3 1.4 1.5 1.6
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VISION STATEMENT .................................................................................................................................. 6 PURPOSE ................................................................................................................................................... 6 SCOPE ....................................................................................................................................................... 6 GOVERNANCE AND REVIEW ...................................................................................................................... 7 POLICY COMPLIANCE ................................................................................................................................ 7 RELATED DOCUMENTS.............................................................................................................................. 7
POLICY STATEMENTS ........................................................................................................................... 8
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1 Introduction 1.1
Vision Statement
The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This policy forms a key part of the realisation of that vision. 1.2
Purpose
The purpose of this policy document is to set out the expectations and intentions of the management of [Organization Name] in the area of knowledge management. This policy will inform and shape the processes, procedures, organizational structure and resourcing that are applied in support of effective knowledge management. Knowledge underpins our ability to support existing IT services and to introduce new ones that move the business forward. As an organization we possess a vast pool of experience within our people, some of which is effectively shared and some of which is not. The objective of this policy document is to start to define how we will leverage our knowledge assets to ensure that the organization as a whole develops capabilities in the longer term and dependence on key individuals is reduced. 1.3
Scope
The scope of this policy is defined according to the following parameters:
Organizational o [List organizations and parts of those organizations covered] Geographical o [List locations for which knowledge will be managed] Services o [Define the services covered by the policy] Technical o [If necessary, cover the technology that may give rise to knowledge items covered by this policy]
This policy covers all knowledge recorded by [Service Provider] in support of the customers and users of services defined in the service catalogue. The following areas are specifically excluded from this policy: [Describe any areas that need to be clearly stated as outside the scope]
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1.4
Governance and Review
This policy has been defined by the Chief Information Officer with input from stakeholders and approved by the ICT Steering Group. It will be reviewed on an annual basis and any amendments will be ratified by the ICT Steering Group prior to publication. 1.5
Policy Compliance
Whilst success against some aspects of this policy will depend upon the resources, systems and processes put in place by management, compliance with this policy is largely mandatory for all employees of [Organization Name]. Where appropriate and at management discretion, instances of non-compliance may be subject to formal disciplinary action in accordance with organizational HR procedures. 1.6
Related Documents
The following documents are relevant to this policy and should be read in conjunction with it: 
Knowledge Management Process
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Policy Statements
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[Organization Name] policy with respect to the management of knowledge is as follows:
Knowledge and information about services will be accessible to all stakeholders at the right time, in the right place and in the right format to maximize the effectiveness of the use and support of those services
A service knowledge management system (SKMS) will be created which will be used to co-ordinate the capture, storage, processing, use and disposal of information and knowledge about IT services within [Organization Name]
Where possible, knowledge items will be stored in the knowledgebase provided within the service management system so that they are generally available to all IT support staff
Opportunities to capture knowledge and make it generally available to those who need it should be actively sought and a culture of information sharing should be encouraged
Re-use of knowledge should be supported where possible in the form of lessons learned reports, templates, checklists, proforma and other materials so that continual improvement is achieved
All knowledge items will be assigned an agreed owner who will be responsible for their maintenance
All knowledge items must be reviewed at least annually in order to ensure that they stay accurate and complete
Access to service knowledge will be controlled in line with the organization’s security policies so that only authorized people are able to view and manage it
Legal, regulatory and contractual obligations with regard to information and knowledge, such as copyright, non-disclosure and other intellectual property considerations, will be complied with at all times
Knowledge transfer will be considered as a key activity in service transitions, to ensure that service operations staff have access to the information required to support services on an ongoing basis
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