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The Information Technology units need to deliver value to the organizations they belong through service providing, offering them with quality, efficiency and aligned with business strategy. According to ITIL good practices library, a service should facilitate the expected outcomes without specific costs and risks. During IT infrastructure operations, which support and execute these services, information is transferred between providers (employees) and consumers (IT users). How to organize, store and transfer these information to create knowledge is one of the knowledge management goals. This paper makes a revision about two themes: knowledge management and operations involved on IT services delivery. More precisely, it proposes a conceptual model that maps how well managed information can improve these operations. In this proposal, the tacit knowledge (from persons), the explicit knowledge (structured and able to be consulted) and the ITIL practices and concepts are relevant entities.

Information Technology; ITIL; Knowledge; Service