A Guide to Global Best Practice and Standards in KM

In November 2018, the first ever Standard on knowledge management (KM) was introduced by the ISO - this new book showcases topical and current case studies, explaining how each organization intends to implement the Standard in their organization.

Additional taxes may be applicable


  • Publication date: February, 2019
  • Pages: 100
  • ISBN: 978-1-78358-364-5


In November 2018, the International Standards Organization (ISO) published its new standard on knowledge management – ISO 30401.

This is the first standard on knowledge management (KM) ever to be introduced and is global and industry agnostic. The standard came about due to an increasing recognition of the need for, and importance of, Knowledge Management, as well as a certain amount of ambiguity in the understanding of what KM is.

The standard begins by defining eight key principles of knowledge management, which taken together form the basis of best practice in the discipline, before going into prescriptive text about how organizations should carry out KM in practice.

The standard acts as a good guide for an organization of any size, in any sector, located anywhere in the world, to be able to benchmark its KM practices. It also acts as a useful toolkit for organizations that are just beginning their KM journey and need advice on how. This collection of case studies features organizations from many different sectors across the globe that are demonstrating best practice KM. Each case study deals with a different theme expanded upon in the standard, showing how KM is evolving, allowing readers to understand what is required by the new global standard in more practical terms.

The published standard is prescriptive and gives rules and guidelines – this book adds color to the clauses by showing practical examples of the principles of the standard in action.


Executive summary

About the authors


By Nick Milton, Judy Payne, and Ron Young, BS ISO 30401: 2018 Knowledge Management Standard committee

Chapter 1: The evolution of the KM Standard

By Nick Milton, director and co-founder of Knoco Ltd

Chapter 2: Guiding principles of the standard

By Karen Battersby, director of knowledge management, Freeths

Chapter 3: Context and culture – Transport for London (TfL)

Chapter 4: Knowledge development and the knowledge lifecycle 

By Libbie Evans, senior manager, knowledge management, TD Bank

Chapter 5: KM enablers from Olympic and Paralympic Sport 

By Dr Peter Brown, head of performance knowledge, English Institute of Sport

Chapter 6: Knowledge management culture – enabling a composite mind

By Dr Dominique Poole-Avery and Elena Costello, Arup

Chapter 7: Leadership in KM – London 2012, Crossrail, and Learning LegaciesBy Karen Elson, major projects consultant, Co.Cre8 Ltd

Chapter 8: Supporting and resourcing knowledge management

By Hank Malik, KM program lead, Petroleum Development Oman (PDO) and Dr Sulaiman Al Toubi, former PDO asset oil director and visiting industry-academic fellow, Muscat University, Oman

Chapter 9: Planning and operating KM

By Rupert Ashley Lescott, specialist in knowledge management, Dubai Electricity and Water Authority (DEWA)

Chapter 10: Performance and improvement

By Darryl Wing, director, knowledge management, Fluor

Chapter 11: The future of KM

By Patrick DiDomenico, chief knowledge officer, Ogletree, Deakins, and James Lee, co-founder and CEO, LegalMation

Chapter 12: Mostly harmless…

By Professor Dave Snowden, director of the Cynefin Centre and chief scientific officer at Cognitive Edge

Download chapters


Nick Milton
Director at Knoco Ltd
Karen Battersby
Karen Battersby is the head of knowledge and learning and development at Charles Russell Speechlys, and is responsible for the firm’s knowledge management, library, and learning and development departments. She has many years’ experience in knowledge management, as well as a commercial lawyer, having practised both in private practice and in-house. Karen is an experienced lecturer and trainer, having taught everything from legal CPD courses to MBA qualifications to lawyers and other professionals. She established the UK’s first postgraduate qualification in knowledge management for legal practice at Nottingham Law School. Karen also developed one of the first webinar and online learning businesses for the legal profession.
Liz Hobbs
Liz Hobbs, project manager for London Overground, has more than 18 year’s experience in the transport sector involved in major projects and has taken Transport for London (TfL)’s knowledge management initiative from a standing start to embedding the strategy within the first four years. She is responsible for driving the transformation of the culture, systems, and processes that underpin the successful delivery of knowledge management in the organization. She has developed the use of lessons learned plans and strategies and seen successful implementation show that learning has created efficiencies and savings across the organization. Being passionate about knowledge sharing, Liz is a member of a number of external groups, including the Crossrail Learning Legacy Executive Steering Group.
Dr Peter Brown
Dr Peter Brown is head of performance knowledge at the English Institute of Sport, the science, medicine and technology provider to GB Olympic and Paralympic athletes, and works with all departments of the UK high performance system to drive the design and delivery of the knowledge management and organizational learning strategy. Peter is also the founder and director of knowledge management and organizational learning consultancy, the “Knowledge Podium,” where, using a unique complex adaptive systems lens, he advises elite sport and high performance organizations on accelerating knowledge transfer and rapid learning to maximize their organizational capability. Peter has worked with many of Great Britain’s Olympic and Paralympic sports. He worked with Team GB and Paralympics GB in the preparation for the Rio 2016 Olympic Games and leads the Team GB approach to knowledge transfer for the Tokyo 2020 Olympic Games. He has over 15 years’ consulting in high performance sport. Peter has been invited to speak at numerous KM and workplace learning conferences, has published peer-reviewed journal articles related to sport, complexity, and learning and is an authorized CYNEFIN trainer.
Dominique Poole Avery
Dominique Poole Avery is Arup’s global knowledge manager, responsible for the knowledge strategy that defines the practices, tools and behaviors applied to achieve knowledge sharing across Arup. She has shaped technology solutions and led a range of strategic initiatives to address issues such as skills mapping, lessons learned, risks from future “brain drain” and has played a key role in shaping Arup’s approach to skills networks as a primary means for knowledge transfer and skill development. Dominique originally trained as an architect. She has a PhD on the topic of Innovation in Construction: a client’s perspective, in which she explored the issues that influence client decisions regarding innovative practices and solutions, and the implications of these for designers and all involved in the construction process. Dominique has presented at various conferences on knowledge management, given guest lectures at business schools, has published papers and contributed to books on knowledge management and organizational learning.
Karen Elson
Karen Elson is a major projects consultant and chartered engineer with more than 20 years’ experience in public and private sector projects. She has led the implementation of innovative and award winning learning legacy programs across the UK’s construction industry, including the Olympics, Crossrail, the Major Projects Knowledge Hub, and more recently developing the brief for learning legacy on the Palace of Westminster refurbishment and renovation program. Karen runs her own management consultancy business with two business partners and a select group of associates, delivering improvements in major projects through focus on knowledge, networks, and behaviors.
Darryl Wing
Head of knowledge management, Fluor.
Patrick DiDomenico
Chief knowledge officer at Ogletree Deakins
Dave Snowden
Founder and chief scientific officer, Cognitive Edge
Libbie Evans
Elizabeth (Libbie) Evans is the senior manager, knowledge management for the legal department of the Toronto-Dominion Bank (TD). She is also the product owner and business lead for the implementation of TD Legal’s modernized matter management system. Prior to formally taking on the knowledge management program, Libbie practiced commercial law for a combined 20 years, first in private practice, and later at TD; negotiating and providing strategic advice on numerous outsourcing and other technology related agreements. Always interested in knowledge management opportunities, Libbie designed and implemented a process for contributing, maintaining, and searching for team precedents on the department’s SharePoint site. She also built systems and tools to simplify, standardize, and implement a risk-based approach to TD’s contracting process. In her newest role, she has presented multiple times on the topic of knowledge management, why it is important, and how it can be implemented. Libbie was called to the bar in Ontario in 1998, earned her law degree from the University of Toronto in 1996, and graduated from Queen’s Economics (Honours) in 1992.
Elena Costello
Elena Costello is an expert in knowledge management; combining her formative career as a project engineer and qualifications as a project manager to ensure a relevant foundation of knowledge management that brings added value to projects. In addition to having delivered a wide range of multidisciplinary projects in energy, education, transport, maritime, and healthcare sectors, Elena has steered the direction of internal and external knowledge management consulting work as well as research. In taking a project benefits and result-oriented approach, she has managed the successful engagement of critical stakeholders to successfully develop various programs within Arup’s knowledge management strategy, while working on external knowledge management consulting commissions.
Hank Malik
Hank Malik is a recognized KM subject matter expert with skills in delivering KM solutions with a blend of people, process, content, learning, and technology. Hank has worked for a range of blue chip management consultancies, IT organizations and government entities specializing in knowledge management, collaboration, learning and enterprise content management. He has experience in implementing KM internationally where he has led multiple KM teams in the Middle East, Europe, the US and Japan. He has focused recently on delivering KM engagements within energy organizations including Shell, BG Group, and most recently in PDO, Oman. Here he designed the strategy, manages the governance and operations and leads the enterprise KM program, and is the subject technical authority. Hank has spoken at numerous international conferences, most recently on collaboration and enterprise social networks, and is a both a Certified and Master Certified Knowledge Manager (MCKM) with the Knowledge Management Institute (KMI). He was responsible recently for organizing the first certified KM training in Oman, and launching a number of growing communities and forums. 
Dr Sulaiman Al Toubi
Dr Sulaiman Al Toubi is the former asset oil director at PDO and industry-academic at Muscat University, Oman. Dr Sulaiman has over 40 years of working experience, mostly with the oil and gas industry. He started his oil and gas career with PDO in 1978 as an apprentice and attained his academic achievements from various UK institutes in both technical and business management. He has held several technical and managerial roles within PDO, including four years with Shell Nigeria. He has held executive leadership roles for more than 12 years in PDO, and championed and supported several strategically important programs. In the last two years Suleiman has been appointed as visiting industrial fellow at the Muscat University. He is also leading R&D project “Ejaad,” mandated to establish an effective Oman R&D ecosystem, through partnership between industry, academia, and the Government.
Rupert Ashley Lescott
Rupert Ashley Lescott is the KM specialist at the Dubai Electricity & Water Authority (DEWA), where he is working to introduce and enhance KM capabilities. He was a British Army officer for ten years, deployed on military operations in Europe, Africa, and the Middle East. He has worked in KM consultancy for ten years, helping clients across many sectors, including defence, not-for-profit, oil/gas, transportation and utilities. Rupert has worked across the KM spectrum, conducting assessments, creating strategies, and designing and implementing KM frameworks. Additionally, organizational culture, KM piloting and lesson learning are particular areas of interest for him and he began work in these fields during three years as an analyst at the British Army’s Lessons Centre.

You may also be interested in..