Knowledge Management Overview

The HPE Knowledge Management application, referred to as Knowledge Management throughout this chapter, supports the Knowledge Management process.

Knowledge Management provides the framework to help you manage information throughout your IT Service Management life cycle. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Knowledge Management processes can interact with other Service Manager processes (in particular, Interaction Management, Incident management, and Problem management). The scope of this document is limited to the Knowledge Library and its contents

Topics in this section include:

• Knowledge Management Within The ITIL Framework
• Knowledge Management Application
• Knowledge Management Process Overview
• Key Interfaces with Other Processes
• Key performance indicators for Knowledge Management
• RACI Matrix For Knowledge Management