Knowlede management一篇知识管理的英文文章.docVIP

Knowledge management The ability to deliver a quality service or process rests to a significant extent on the ability of those involved to respond to circumstances – and that in turn rests heavily on their understanding of the situation, the options and the consequences and benefits, i.e. their knowledge of the situation they are, or may find themselves, in. That knowledge within the Service Transition domain might include: Identity of stakeholders. Acceptable risk levels and performance expectations. Available resource and timescales. Identity of stakeholders. The quality and relevance of the knowledge rests in turn on the accessibility, quality and continued relevance of the underpinning data and information available to service staff. Purpose, goal and objective The purpose of Knowledge Management is to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision. The goal of Knowledge Management is to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. The objectives of Knowledge Management includes: Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service. Ensuring staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the use of those services. Ensuring that, at a given time and location, service provider staff have adequate information on: Who is currently using their services? The current states of consumption. Service delivery constraints. Difficulties faced by the customer in fully realizing the benefits expected from the service. Scope Knowledge Management is a whole lifecycle-wide process in that it is relevant to all lifecycle sectors and hence is referenced throughout ITIL fr