KM is the process through which organizations generate value from their intellectual and knowledge-based assets. Most often, generating value from such assets involves codifying what employees, partners and customers know, and sharing that information among employees, departments and even with other companies in an effort to devise best practices. It's important to note that the definition says nothing about technology; while KM is often facilitated by IT, technology by itself is not KM.[1]
The Service Strategy book mentions value capture on page 79 rather briefly, without introduction, as if we're all supposed to know what it means. I don't know about you, but I don't remember value capture in any of my IT courses.
The release of ITIL v3 in 2007 raises questions about what it is and what is it's relationship to v2. What is to be done? Here are my thoughts, having carefully studied and taught both.
