ITIL 4 Foundation Practice Exam

What does knowledge management practice aim to improve in an organization?

1. Employee performance reviews

2. The use of information and knowledge

3. Sales figures and market share

4. Technological infrastructure investments

The correct answer is: The use of information and knowledge

Knowledge management practice aims to improve the use of information and knowledge within an organization by effectively capturing, sharing, and utilizing knowledge among employees. This practice focuses on creating a culture that enhances the organization’s ability to access valuable insights and experiences, facilitating better decision-making and fostering innovation. Effective knowledge management allows teams to avoid redundancy, streamline processes, and leverage collective expertise. By ensuring that relevant information is readily available when needed, the organization can respond more swiftly to challenges and opportunities. This ultimately leads to improved efficiency, productivity, and the ability to adapt to changes in the environment. While the other options may represent important aspects of business operations, they do not primarily reflect the objective of knowledge management practice. Employee performance reviews focus on individual assessment rather than the broader system of knowledge sharing. Sales figures and market share pertain to business outcomes that may be influenced by knowledge but are not the goal of knowledge management itself. Similarly, technological infrastructure investments are related to the tools and systems that may support knowledge management but do not encompass the practice's intent to improve information utilization and knowledge sharing.