The Technology Knowledge Manager is responsible to ensure that the Technology Knowledge Management System, which stores all Technology Knowledge Objects required for service delivery, is functional and available to the Service Delivery teams. This includes the technology knowledge repositories as well the known error database. Whenever a new service is introduced or there is change in the existing service, the Technology Knowledge Manager must verify if the existing Technology Knowledge Management System architecture is capable of accomodating all Technology Knowledge Objects with respect to the change. In case any change is required to to the Technology Knowledge Management System architecture, to accomodate new Technology Knowledge Objects, the Technology Knowledge Manager should raise a “Request For Change” for the same.

The Known Error Database (KEDB) is a data base of known errors/potential issues & its suggested workarounds. The Problem Management is responsible for creating and modifying those known error records, while the Incident Management stream must use these workarounds to resolve incidents, in alignment with the rules established by Technology Knowledge Management.