3.0 Itil

Front 1

3.1 ITIL Alignment
3.1.1 Explain how KCS aligns with ITIL.

Back 1

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management is also integrated with Problem, Change, Release, and Deployment Management ITIL processes.

Front 2

3.1 ITIL Alignment
3.1.2 Explain how KCS is similar to ITIL.

Back 2

KCS and ITIL are similar in that both:
* Were developed to improve service management effectiveness and efficiencies
* Are based on process and not technology
* Claim that knowledge management is a required process within service management
* Continue to evolve and mature
* Are acknowledged as best practices

Front 3

3.1 ITIL Alignment
3.1.3 Explain how KCS differs from ITIL.

Back 3

KCS was developed without the infuence of ITIL. As a result, there are some differences:
* KCS is a methodology and ITIL is a framework
* KCS focuses on knowledge as information used to resolve incidents or answer questions within the service operations processes, while ITIL v3 defines knowledge as all information within IT
* Different terminology is used

Front 4

3.1 ITIL Alignment
3.1.4 Identify core components of KCS, which are also implied or stated within ITIL.

Back 4

Core components of KCS which are also implied or stated within ITIL include:
* Search Early, Search Often- ITIL Incident Management requires a search of the known error database before incident diagnosis; seek to understand before you seek to solve
* Capture in the Workflow- ITIL captures knowledge in the workflow as incidents, problems, and known errors
* Demand-driven Review- ITIL Problem Management reviews problems based on business impact and demand
* Details About the Knowledge are Valuable- ITIL captures reuse statistics as input to Problem and Change Management