In ITIL 4, what is the primary goal of Knowledge Management?

The primary goal of Knowledge Management within the ITIL 4 framework is to ensure that an organization's knowledge is effectively utilized. This involves capturing, sharing, and optimizing knowledge across the organization to improve decision-making, foster innovation, and enhance overall service management processes. By effectively managing knowledge, organizations can prevent the loss of information, reduce duplication of efforts, and improve the efficiency and effectiveness of services.

Knowledge Management focuses not just on storing information, but also on making knowledge accessible and usable for those who need it at the right time. This empowers employees with the insights and expertise they need, ultimately leading to better service outcomes and a culture of continuous improvement.

This contrasts with the other choices, which do not align with the core purpose of Knowledge Management. Eliminating all problems is not feasible or realistic, documenting every incident does not necessarily support effective knowledge sharing, and while saving costs may be a beneficial outcome, it is not the primary focus of Knowledge Management itself. Thus, the emphasis on utilizing knowledge effectively encapsulates its true purpose and value within the ITIL framework.