ITSM KM Process Guide

[Ebynayagam]

IT Service Management based on ITIL V3 Framework is being widely used by IT support organizations. Process guides will be written for all ITIL Processses like Incident Management, Problem Management, Configuration Mangement etc. Knowledge Management is one among those processess. As per ITIL, it starts with identifying Configurable Items, which are then maintained in a Configuration Management Database. On top it is the Configuration Management System and above it is the Service Knowledge Management System. The key here is that this process touches all the other ITIL processes and most of the Knowledge required by IT personnel can be captured & used if this process is followed. I would like to get the group's experinces if any on such a model. Any insight into what can go into a KM process guide would also be helpful