Research on Enterprise ITSM Knowledge Management Model

In the process of enterprise ITSM operation, the management of IT knowledge is of crucial importance. Based on the knowledge management process and SKMS of the service transition process in ITIL v3, this paper raised a reference model for enterprise ITSM knowledge management, which provides detailed design for function layers as data collection, information integration, knowledge processing and knowledge presentation, and is fully immersed with knowledge lifecycle management. This paper further discussed the application of the model in the arena of small to medium enterprise and large enterprise respectively. The model could be used as a guide in enterprise ITSM knowledge management practices.