Recently I have discussions specifically related to knowledge management – not necessarily as an ITIL® Process, but rather as a recognized business commodity….
Businesses today, more than ever, are starting to realize, and acknowledge, knowledge as a valuable asset – a commodity. The value of a business is only as good as those who work for them – take away the skills, and no matter how successful your business may be – it will be worthless if the knowledge walked out the door…
With this in mind – where does ITIL®’s process fit in? Remember, a process is a set of activities designed to accomplish a specific objective. But isn’t knowledge mgt more than that? ( I do acknowledge that there are deeper levels of what a process is, but the guts is till the same…)
What value do we place on KM,, aka IP? I truly believe that KM should be included, but the true “value” of this as an ITIL® process, should be more than just in the eyes of IT!
If this is the case – how?
And this is where I believe ITIL® is hitting the mark – by getting us to create this process that ensures that knowledge is not forgotten( ie skills of those in the business) and that it gets… at the very least, recorded, and one would hope, at the very most… VALUED!
This is where I believe value is created – when KM is more than just a database – it is a dynamic, living and breathing process that flows in both directions… – from employee to customer, and hopefully – acknowledgement back to the employee…
( and I didn’t mention resources, capabilities, utility, warranty once!)
But I do want to mention strategic assets – because that is what we are!
Again – would welcome any feedback/comments… firstname.lastname@example.org
Till next time Cheers from the ITIL® Australia Team at The Art of Service