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Reference and guide to SFIA version 7. Framework status: Current standard.

#98 Knowledge Management - new skill?: change request accepted

Change Request raised on behalf of itSMF International via Barry Corless (Director - itSMF International) Needs to be called out as a specific skill set(s) Thought needs to be given to the full cycle of skills from strategy through the key steps; identifying, capturing, verifying, storing, dissemination and maintenance of knowledge.

"Quality knowledge and information enable people to perform process activities and support the flow of information between service lifecycle stages and processes. Understanding, defining, establishing and maintaining information is a responsibility of the knowledge management process ... ..." 

"Establish the definitive source of knowledge and share information across the service lifecycle and with stakeholders in order to maximize the quality of information and reduce the overhead in maintaining it ... ..." 

"Provide knowledge, information and data for deployment, service desk, operations and support teams to resolve incidents and errors."

 ITIL Service Transition

Attached to Knowledge management


What we decided


NB But we need to be careful this does not imply a skill every role should have - e.g. if part of your job requires you to update the KM database then thats not a knowledge management skill that is recording data . KM is concerned with moving from Data to Information to Knowledge [to Wisdom] and then making decisions and taking action.  

I think KNOW is complementary to IRMG. So in a Venn diagram we would see a degree of overlap. But that doesn’t mean we should collapse Knowledge management into Information management. Neither should we imply or specify an organisation / role design by saying if you do Knowledge management you also do Information management.

A lot of knowledge management relies on fuzzier and social constructs (e.g. communities of practice, story telling, as well as a systematic approach.

What we changed

Develop new Knowledge Management skill.

Sfia Updates Manager says:
Jan 02, 2018 03:23 PM

Although this change request is raised from a Service Management perspective; knowledge management is an important capability across all IT (and organisation) functions.