With every company and organization, you work for or with, there are always operational knowledge gaps.

I'm sharing my approach to capturing knowledge and closing as much of those gaps as possible.

Please keep in mind this is just a method\model nothing Is set 100% in stone. You can tweak this it to your advantage.

The idea is to capture crucial knowledge in each stage of the ITSM lifecycle in order to "pass the baton" to the next. You still have to have a process by which you hook into the inception and birth of services or deployments\releases. It can be a project that becomes business as usual when finished, its up to you.

Side Note: I placed Request Mgmt on the Service Operations side because that is where its used and consumed, but it should be updated\created in Service Design.

Operational Knowledge Gap

The Framework

The Goal

What to capture to be support ready