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Knowledge is one of the most valuable assets an IT organisation holds – yet it is often trapped in people’s heads, buried in old tickets, or scattered across disconnected systems.
This two-day ITSM Knowledge Management course provides a comprehensive framework for building, maintaining, and leveraging a knowledge management capability within an ITSM environment. It covers knowledge strategy, the knowledge lifecycle, how to capture tacit and explicit knowledge, knowledge quality management, tooling considerations, and how to embed a knowledge-sharing culture.
The course draws on ITIL® 4 knowledge management practice and is relevant to organisations at any stage of their knowledge management journey.
By the end of this course, you will be able to:
This course is suitable for:
ITIL® 4 Foundation or equivalent service management knowledge is recommended.
A certificate of completion is provided. No formal examination.
All course materials are included in the course fee.
ITSM Knowledge Management is for IT professionals who want to unlock the value of knowledge within their organisation. Good knowledge management reduces resolution times, improves consistency, and retains organisational learning – this course gives you the skills to build it properly.
Have a look at when our next Knowledge Management Foundation: Principles and Practices is running.
Get in touch to talk about arranging a private Knowledge Management Foundation: Principles and Practices course for your organisation.
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We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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