ITILST0301 Knowledge Management Policy

Knowledge Management Policy

ITIL® 2011 Service Transition Process and Policy Pack v2 ©CertiKit ITIL is a registered trade mark of AXELOS Limited

Knowledge Management Policy

Implementation guidance The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text, and certain generic terms, see the Completion Instructions 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 highlevel 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.

Document fields This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”.

To update this field (and any others that may exist in this document): Version 1

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1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name.

2. Press Ctrl A on the keyboard to select all text in the document (or use Select, Select All via the Editing header on the Home tab).

3. Press F9 on the keyboard to update all fields.

4. When prompted, choose the option to just update TOC page numbers.

If you wish to permanently convert the fields in this document to text, for instance, so that they are no longer updateable, you will need to click into each occurrence of the field and press Ctrl Shift F9.

If you would like to make all fields in the document visible, go to File > Options > Advanced > Show document content > Field shading and set this to “Always”. This can be useful to check you have updated all fields correctly.

Further detail on the above procedure can be found in the toolkit Completion Instructions.

This document also contains guidance on working with the toolkit documents with an Apple Mac, and in Google Docs/Sheets.

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Contents 1

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Introduction ............................................................................................................... 8 1.1

Vision statement.......................................................................................................... 8

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Purpose ....................................................................................................................... 8

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Scope .......................................................................................................................... 8

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Governance and review ............................................................................................... 9

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Policy compliance ........................................................................................................ 9

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Related documents ...................................................................................................... 9

Policy statements ..................................................................................................... 10

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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] Version 1

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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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2 Policy statements [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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