Knowing What To Do About Knowledge Management

Knowledge management has been a well-seasoned ITIL® best practice since ITIL®v3 was published in 2007 (although knowledge management per se is a much older corporate discipline). The adoption levels have grown significantly, with it now commonly seen as a ‘top 5’ IT service management (ITSM) capability in industry surveys. It supports so much else in ITIL, and ITSM tools have long offered enablement. Plus, knowledge management has evolved beyond the original IT service desk needs: first, to include end-user self-help (as part of self-service capabilities), and then fuel machine-learning-based capabilities such as chatbots.