What does Knowledge Management involve in ITIL 4?

Knowledge Management in ITIL 4 primarily involves ensuring that the right knowledge is available to the right people at the right time. This process is essential for supporting informed decision-making and efficient service management within an organization. By capturing, sharing, and making accessible valuable information and experiences, Knowledge Management helps prevent the loss of knowledge due to staffing changes, enhances collaboration, and fosters a learning culture.

Effective Knowledge Management allows organizations to leverage their collective expertise and insights, thus improving service delivery and operational efficiency. It ensures that team members can access best practices, learn from previous incidents, and contribute to continuous improvement efforts without needing to rediscover information repeatedly, leading to reduced downtime and more effective problem resolution.