Expert Guide: ITSM Knowledge Management Best Practices - DeskDirector

Knowledge management is the fifth most-adopted ITIL practice at 79% of organizations, according to Axelos 2022 ITSM Benchmarking Report. 

Yet 80% of the IT organizations that have adopted knowledge management acknowledge that their processes need improvement.  

Implementing effective ITSM knowledge management is critical, but clearly, not all organizations go about it correctly! 

Read on for a recap of the definition, benefits, best practices, and challenges of ITSM knowledge management so your entire business can tap into the power of information. 

What is ITSM Knowledge Management? 

Within the context of IT service management (ITSM), knowledge management is a specific area that focuses on the effective capture, organization, and utilization of knowledge and information within an IT service organization.   

ITSM knowledge management aims to ensure that relevant and valuable knowledge is available to support the delivery of IT services and facilitate problem-solving and decision-making processes. It involves the collection, creation, organization, storage, and dissemination of knowledge assets within an organization.  

These knowledge assets can include:

• Documents 
• Guidelines 
• Best practices 
• Standard operating procedures (SOPs)  
  
• Knowledge bases 
• Troubleshooting steps 
• Frequently Asked Questions (FAQs)  

HR, IT, legal, customer service, and many other departments can use knowledge management, a core principle of ITIL, to solve service delivery problems and prevent future ones.  

6 Benefits of ITSM Knowledge Management 

Implementing robust ITSM knowledge management practices is beneficial to businesses of all sizes. It leads to: 

• Improved decision-making: With access to accurate and up-to-date information, IT teams can make better-informed decisions, leading to more efficient and effective service delivery and incident remediation. 
• Increased efficiency: Helps IT teams streamline their processes and workflows by providing them with a centralized repository of information that everyone can access easily and quickly. 
• Enhanced collaboration: Encourages collaboration among and across teams by allowing them to share information and knowledge, increase transparency and make better, data-backed decisions. 
• Better customer service: Enables IT teams to provide better customer service by giving them the tools and information they need to resolve precedented issues quickly. 
• Improved employee satisfaction: By providing IT teams with the information and knowledge they need to do their jobs effectively, ITSM knowledge management can improve employee satisfaction, reduce turnover, and reduce duplicative efforts and training time. 
• Reduced costs: ITSM knowledge management can help to reduce costs by streamlining processes, reducing downtime, and improving the efficiency of IT operations. 

The Common Challenges of ITSM Knowledge Management

Implementing effective ITSM knowledge management can be challenging for organizations. Some common challenges include: 

Implementing effective ITSM knowledge management can be challenging for organizations. Some common challenges include: 

1. Capture and Creation 

It can be difficult to capture and create knowledge in a structured and consistent manner. Knowledge may exist in various formats, such as documents, emails, or tacit knowledge held by individuals. Consolidating and formalizing this knowledge can be time-consuming and may require the active participation of subject matter experts.   

2. Organization and categorization 

Determining the right taxonomy and categorization scheme for organizing knowledge can be challenging. Finding the balance between too many or too few categories, ensuring clarity and ease of navigation, and accommodating different user perspectives can pose difficulties.   

3. Quality and Accuracy 

Maintaining the quality and accuracy of knowledge assets is crucial. Outdated or incorrect information can lead to inefficient problem-solving and decision-making. Regular reviews and updates are necessary to ensure the knowledge base remains reliable and up to date.   

4. Sharing and Adoption 

Encouraging knowledge sharing and facilitating its adoption across the organization isn’t always easy. Siloed or resistant work cultures, lack of incentives, or inadequate knowledge -sharing platforms can hinder the dissemination and utilization of knowledge. 

5. Maintenance and Sustainability 

Over time, knowledge assets can become outdated or irrelevant due to changes in technology, processes, or business requirements. Keeping knowledge current and relevant requires ongoing maintenance efforts and a mechanism to retire obsolete knowledge.

ITSM Knowledge Management Best Practices 

Knowledge management is tightly bound to incident management practices. The best way to resolve incidents and overcome common challenges is by implementing both using best practices: 

• Identify knowledge needs: Identify the types of knowledge and information needed to support IT service management, such as policies, procedures, guidelines, and best practices. 
• Establish a knowledge management framework: Define the roles and responsibilities of knowledge management, including who will create, manage, and use knowledge and how it will be stored and accessed. Having a plan is essential before implementing knowledge management processes. 
• Create and maintain a knowledge base: Establish a centralized knowledge repository where IT staff can access relevant information and knowledge, including documents, manuals, and articles. Make sure these are user-friendly and easy to consume. Identify and plan for potential adoption roadblocks. 
• Use a standardized taxonomy: Develop a standardized taxonomy for organizing and categorizing knowledge, which will make it easier to find and use. Everyone should understand the categorization method. 
• Encourage knowledge sharing: Foster a culture of knowledge sharing and collaboration, and encourage IT staff to share their knowledge and expertise with their colleagues. 
• Continuously update and improve knowledge: Regularly review and update knowledge content to ensure it remains accurate and relevant and strengthen knowledge management processes as needed. 
• Integrate knowledge management into ITSM processes: Integrate knowledge management into ITSM processes, such as incident management, problem management, and change management, to ensure that knowledge is used effectively to improve service delivery. 
• Measure and monitor knowledge management effectiveness: Establish metrics and key performance indicators (KPIs) to measure the effectiveness of knowledge management, including the number of knowledge articles created and used and the impact of knowledge management on service delivery.  

ITSM Knowledge Management: The Conclusion 

Knowledge management can significantly boost businesses and service delivery, but getting the implementation and execution right is essential for IT organizations.  

Knowledge management is not a one-and-done process; it’s an ongoing responsibility that should be updated consistently. ITSM software is a great way to standardize, manage, and update knowledge bases and other knowledge sources that everyone can access to solve issues and promote a culture of collaboration. 

Looking for an ITSM solution to help you overcome challenges and tap into the power of information and collaboration? Sign up to try DeskDirector!