Will the new ITIL address knowledge management?

Yes. One of the key improvements to V3 is the introduction of the Service Management Knowledge System. The SMKS incorporates the former knowledge bases we are familiar with from V2 such as known error, and CMDB, but expands on this to be much broader in scope. All books in the core will have guidance on knowledge management and introduce the principles of moving from simple data collection to extracting information from data, deriving knowledge from information and wisdom from knowledge, as in the concepts of knowledge management. This is far more synergistic to the concepts in practice today for knowledge management and those predicted by knowledge management thought leaders for the future of knowledge management. It is also the direction that enables growth from reactive to proactive service management.

 

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