Knowledge-management一篇知识管理的英文文章.doc

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1、KnowledgemanagementTheabilitytodeliveraqualityserviceorprocessreststoasignificantextentontheabilityofthoseinvolvedtorespondtocircumstances–andthatinturnrestsheavilyontheirunderstandingofthesituation,theoptionsandtheconsequencesandbenefits,i.e.theirknowledgeofthesituationtheyare,ormayfindthemse

2、lves,in.ThatknowledgewithintheServiceTransitiondomainmightinclude:·Identityofstakeholders.·Acceptablerisklevelsandperformanceexpectations.·Availableresourceandtimescales.·Identityofstakeholders.Thequalityandrelevanceoftheknowledgerestsinturnontheaccessibility,qualityandcontinuedrelevanceoftheu

3、nderpinningdataandinformationavailabletoservicestaff.1.Purpose,goalandobjectiveThepurposeofKnowledgeManagementistoensurethattherightinformationisdeliveredtotheappropriateplaceorcompetentpersonattherighttimetoenableinformeddecision.ThegoalofKnowledgeManagementistoenableorganizationstoimprovethe

4、qualityofmanagementdecisionmakingbyensuringthatreliableandsecureinformationanddataisavailablethroughouttheservicelifecycle.TheobjectivesofKnowledgeManagementincludes:·Enablingtheserviceprovidertobemoreefficientandimprovequalityofservice,increasesatisfactionandreducethecostofservice.·Ensuringst

5、affhaveaclearandcommonunderstandingofthevaluethattheirservicesprovidetocustomersandthewaysinwhichbenefitsarerealizedfromtheuseofthoseservices.·Ensuringthat,atagiventimeandlocation,serviceproviderstaffhaveadequateinformationon:·Whoiscurrentlyusingtheirservices?·Thecurrentstatesofconsumption.·Se

6、rvicedeliveryconstraints.·Difficultiesfacedbythecustomerinfullyrealizingthebenefitsexpectedfromtheservice.1.ScopeKnowledgeManagementisawholelifecycle-wideprocessinthatitisrelevanttoalllifecyclesectorsandhenceisreferencedthroughoutITILfromtheperspectiveofeachpublication.Itisdealtwithtosomedegre

7、ewithinotherITILpublicationsbutthischaptersetsoutthebasicconcept,fromaServiceTransitionfocus.1.1.InclusionsKnowledgeManagementincludesoversightofthemanagementofknowledge,theinformationanddatafromwhichthatknowledgederives.1.2.ExclusionsD