The application of Knowledge Management tools and techniques needs to be applicable to the context, environment, IT infrastructure and organisation culture, if it is to realise value, and contribute to meeting the strategic and tactical objectives of the organisation in which they are utilised.
In summary:
"One of the ITIL processes that tends to be glossed over is Knowledge Management which is a shame because it’s the process that can empower your people the most. Used effectively, Knowledge Management can empower your people, reduce Incident resolution times and increase customer satisfaction."
http://www.theitsmreview.com/2016/04/knowledge-management-101/?utm_content=buffer7f739&utm_medium=social&utm_source=linkedin.com&utm_campaign=buffer