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Knowledge is Power




     Moving Data to Wisdom Using a
 Service Knowledge Management S
 S                             System



© ITSM Academy, Inc.
The Basics of Knowledge
                              g
              Management




© ITSM Academy, Inc.
What is Knowledge Management?
               g      g
     Knowledge Management (KM) ensures the right
information is delivered to the right place or person at the
        right time to enable an informed decision


     Well-managed knowledge can
           Increase a service provider’s efficiency
           Improve service quality and customer satisfaction
           Reduce the cost of service provision




                                 3
© ITSM Academy, Inc.
Why is Knowledge So Hard to Manage?

   knowl·edge:      acquaintance or familiarity gained by sight,
   experience,
   experience or report ~ source: dictionary.com
                                  dictionary com


     We have lots of data but less information or knowledge
                                                         g
     We are not sure which knowledge is valuable
     “Tribal knowledge” and experience is difficult to
     document
     d         t
     Pockets of data reside in many sources and tools
     Databases can be too linear for meaningful queries
     Controlling accuracy and currency is challenging
     Proprietary knowledge = job security?

                                4
© ITSM Academy, Inc.
Knowledge Types (
       g yp (DIKW))

    Data                                 Wisdom (Why?)
                                                (  y )
       Discrete facts                      Applies knowledge and
       Captured in databases               puts it in context
    Information                            Provides strong common
    (Who, What, When, Where?)              sense judgment
      Provides context to data
      Stored i documents,
      St d in d           t
      reports, email, multimedia
    Knowledge (How?)
        Includes experiences,
        ideas, insights, values
        Facilitates dec s o making
          ac a es decision a g


                                     5
© ITSM Academy, Inc.
KM Relies on Systems Thinking

         Knowledge
                g


        Information


              Data



    A system
          Relates things to work together towards a common goal
          Is usually built from a set of tools and databases
          Forms a virtual repository
          Provides a big picture view


                                    6
© ITSM Academy, Inc.
What is a Service Knowledge
Management System (SKMS)?

 A set of tools and databases that are used to manage
 knowledge and information. The SKMS includes the
 Configuration Management System, as well as other
 tools and databases. The SKMS stores, manages,
                                               CMDBs
 updates and presents all information that an IT Service
 Provider needs to manage the full Lifecycle of IT
                         g               y
 Services.
                                             SKMS
 Source: Official      ITIL®   v3 Glossary
                                         y
                                              CMS


                                             CMDBs


                                    7
© ITSM Academy, Inc.
Related Elements Within a SKMS
                       Service Management Systems and Tools
                         Configuration Management Databases
           SKMS
                         Configuration Management System
                         Incident, Problem, Change and Release data
                                                g
                         Human Resource or People data
                CMDB
                         Availability Management Information System
         CMS             Capacity Management Information System
                         Known Error Database
                         Service Portfolio
                         Supplier and Contracts Database




                                     8
© ITSM Academy, Inc.
The SKMS Enables Informed Decisions

          Service Knowledge Management System
           Tools and databases used to manage service knowledge and
        information including the CMS, S i P tf li AMIS, CMIS,
        i f     ti i l di th CMS Service Portfolio, AMIS CMIS
                SCD, Known Error Database, “Soft knowledge”
                                                                      Decisions

                        Configuration Management System

               Tools and databases used to manage configuration
       data and related information including incidents, problems, known
                                               incidents problems
                      errors, changes, releases and people

        Configuration Management Database(s)
             g            g              ( )
       Database(s) used to store configuration records throughout their
        lifecycle. Configuration records store attributes of CIs and
                         relationships with other CIs
                                    p


                                            9
 © ITSM Academy, Inc.
The SKMS Has Several Layers

                         IT                 Quality              Services        Asset and
Presentation         Governance           Management                            Configuration
Layer
                           Portal         Learning and       Service Desk        Self Service
(views)
                                            Training         and Support
                          Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate

Knowledge                                                                                                  Monitoring
                  Query and           Reporting      Performance Management              Modeling
Processing        Analysis                                                                                 Scorecards
   Layer


                                                         Service SCD        Business
Information                   AMIS     CMIS KEDB                                            Partner Info
                                                         Portfolio          Influences
Integration
Layer                                          Service Knowledge
                                              Management Database

                     Data Integration Layer – Configuration Management System


Data                                 Document and
                                     File Stores                                                    HR
sources
                                                         CMDB1                                      CRM
and                                                                                                 Access
Tools                                                            CMDB2
                                         DB                                                         Supply Chain
                                                                               Event
                Unstructured         Structured          CMDBs                                        Enterprise
                                                                            Management               Applications

                                                            10
   © ITSM Academy, Inc.
First Steps Toward Building an
                 SKMS




© ITSM Academy, Inc.
Let s
Let’s Start with the Basics
                       Do You Know?
                           What knowledge is necessary?
                           Who will use the knowledge? How?
                           What conditions need to be monitored?
                           What data is available and where it is
                           stored? What tools are being used?
                           What is the cost of capturing and
                           maintaining data?
                           What policies, legislation, standards or
 For information to be
  valuable, it must be
          ,                requirements apply?
    meaningful and         Are there any intellectual property or
      manageable           copyright issues?



                                   12
© ITSM Academy, Inc.
Service Transition is the Knowledge Gateway



                                        SKMS

Service Design                 Service Transition
                               •   Testing and acceptance
                                                            Service Operation
• Configuration
                                                            •   User documentation
  baselines                    •   Known Errors
                                                            •   Tech documentation
• Service Design               •   Build documentation
                                                            •   Training
  Package
        g                      •   Knowledge Mgmt
                                                            •   Incidents, Problems,
                                                                Incidents Problems KEs
• CMDB/CMS updates




                                                 13
        © ITSM Academy, Inc.
Knowledge Management Activities

     • Assign roles and                             •   Make available to
       responsibilities                                 other functions and
     • Determine KM                                     lifecycle stages
       methods, policies,
       procedures,
       tools,
       tools metrics
                               KM      Knowledge
                                       K    l d
                            Strategy    Transfer



                                         Data &
                            Using the
                                      Information
                             SKMS     Management
                                           g
   • Share the SKMS                                 • Determine data
     among IT, partners                               requirements
     users and customers                            • Define architecture
                                                      and procedures


                                       14
© ITSM Academy, Inc.
Leverage Social Networking

    Consider adding social                Social networking may
    networking t h i
      t   ki techniques                      Capture intuitive
    such as                                  knowledge that does not
          Wikis                              “fit” into field
          Twitter                            Be less intimidating or
                                             restrictive than a
          Blogs                              database format
          Intranets                          Be used to front-end or
                                             supplement the SKMS
                                             presentation layer
                                             Encourage staff and
                                             supplier participation

       All submitted knowledge must be filtered and controlled for
                     accuracy and appropriateness.
                                     15
© ITSM Academy, Inc.
Tips for Getting Started
  p            g
    Pilot with a project for a new or changed service
    Build from the top (presentation layer) down
    Avoid terms that are too technical or difficult to understand
    Assign clear roles and responsibilities
    Have controls for contributing and verifying knowledge
    Interview staff, users and partners for “tribal knowledge”
    Build a friendly front-end (portal, wiki, query tool)
    You do not have to consolidate tools unless it makes sense



    Knowledge is only valuable if it is easy to retrieve


                                  16
© ITSM Academy, Inc.
Questions and Answers

                  Thank you for attending
                          Jayne Groll
                             y
                          ITSM Academy
                          jgroll@itsmacademy.com
                          www.itsmacademy.com
                          1. 888. 872.
                          1 888 872 ITSM (4876)



                             17
© ITSM Academy, Inc.

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SKMS - Knowledge Management - ITSM Academy Webinar

  • 1. Knowledge is Power Moving Data to Wisdom Using a Service Knowledge Management S S System © ITSM Academy, Inc.
  • 2. The Basics of Knowledge g Management © ITSM Academy, Inc.
  • 3. What is Knowledge Management? g g Knowledge Management (KM) ensures the right information is delivered to the right place or person at the right time to enable an informed decision Well-managed knowledge can Increase a service provider’s efficiency Improve service quality and customer satisfaction Reduce the cost of service provision 3 © ITSM Academy, Inc.
  • 4. Why is Knowledge So Hard to Manage? knowl·edge: acquaintance or familiarity gained by sight, experience, experience or report ~ source: dictionary.com dictionary com We have lots of data but less information or knowledge g We are not sure which knowledge is valuable “Tribal knowledge” and experience is difficult to document d t Pockets of data reside in many sources and tools Databases can be too linear for meaningful queries Controlling accuracy and currency is challenging Proprietary knowledge = job security? 4 © ITSM Academy, Inc.
  • 5. Knowledge Types ( g yp (DIKW)) Data Wisdom (Why?) ( y ) Discrete facts Applies knowledge and Captured in databases puts it in context Information Provides strong common (Who, What, When, Where?) sense judgment Provides context to data Stored i documents, St d in d t reports, email, multimedia Knowledge (How?) Includes experiences, ideas, insights, values Facilitates dec s o making ac a es decision a g 5 © ITSM Academy, Inc.
  • 6. KM Relies on Systems Thinking Knowledge g Information Data A system Relates things to work together towards a common goal Is usually built from a set of tools and databases Forms a virtual repository Provides a big picture view 6 © ITSM Academy, Inc.
  • 7. What is a Service Knowledge Management System (SKMS)? A set of tools and databases that are used to manage knowledge and information. The SKMS includes the Configuration Management System, as well as other tools and databases. The SKMS stores, manages, CMDBs updates and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT g y Services. SKMS Source: Official ITIL® v3 Glossary y CMS CMDBs 7 © ITSM Academy, Inc.
  • 8. Related Elements Within a SKMS Service Management Systems and Tools Configuration Management Databases SKMS Configuration Management System Incident, Problem, Change and Release data g Human Resource or People data CMDB Availability Management Information System CMS Capacity Management Information System Known Error Database Service Portfolio Supplier and Contracts Database 8 © ITSM Academy, Inc.
  • 9. The SKMS Enables Informed Decisions Service Knowledge Management System Tools and databases used to manage service knowledge and information including the CMS, S i P tf li AMIS, CMIS, i f ti i l di th CMS Service Portfolio, AMIS CMIS SCD, Known Error Database, “Soft knowledge” Decisions Configuration Management System Tools and databases used to manage configuration data and related information including incidents, problems, known incidents problems errors, changes, releases and people Configuration Management Database(s) g g ( ) Database(s) used to store configuration records throughout their lifecycle. Configuration records store attributes of CIs and relationships with other CIs p 9 © ITSM Academy, Inc.
  • 10. The SKMS Has Several Layers IT Quality Services Asset and Presentation Governance Management Configuration Layer Portal Learning and Service Desk Self Service (views) Training and Support Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate Knowledge Monitoring Query and Reporting Performance Management Modeling Processing Analysis Scorecards Layer Service SCD Business Information AMIS CMIS KEDB Partner Info Portfolio Influences Integration Layer Service Knowledge Management Database Data Integration Layer – Configuration Management System Data Document and File Stores HR sources CMDB1 CRM and Access Tools CMDB2 DB Supply Chain Event Unstructured Structured CMDBs Enterprise Management Applications 10 © ITSM Academy, Inc.
  • 11. First Steps Toward Building an SKMS © ITSM Academy, Inc.
  • 12. Let s Let’s Start with the Basics Do You Know? What knowledge is necessary? Who will use the knowledge? How? What conditions need to be monitored? What data is available and where it is stored? What tools are being used? What is the cost of capturing and maintaining data? What policies, legislation, standards or For information to be valuable, it must be , requirements apply? meaningful and Are there any intellectual property or manageable copyright issues? 12 © ITSM Academy, Inc.
  • 13. Service Transition is the Knowledge Gateway SKMS Service Design Service Transition • Testing and acceptance Service Operation • Configuration • User documentation baselines • Known Errors • Tech documentation • Service Design • Build documentation • Training Package g • Knowledge Mgmt • Incidents, Problems, Incidents Problems KEs • CMDB/CMS updates 13 © ITSM Academy, Inc.
  • 14. Knowledge Management Activities • Assign roles and • Make available to responsibilities other functions and • Determine KM lifecycle stages methods, policies, procedures, tools, tools metrics KM Knowledge K l d Strategy Transfer Data & Using the Information SKMS Management g • Share the SKMS • Determine data among IT, partners requirements users and customers • Define architecture and procedures 14 © ITSM Academy, Inc.
  • 15. Leverage Social Networking Consider adding social Social networking may networking t h i t ki techniques Capture intuitive such as knowledge that does not Wikis “fit” into field Twitter Be less intimidating or restrictive than a Blogs database format Intranets Be used to front-end or supplement the SKMS presentation layer Encourage staff and supplier participation All submitted knowledge must be filtered and controlled for accuracy and appropriateness. 15 © ITSM Academy, Inc.
  • 16. Tips for Getting Started p g Pilot with a project for a new or changed service Build from the top (presentation layer) down Avoid terms that are too technical or difficult to understand Assign clear roles and responsibilities Have controls for contributing and verifying knowledge Interview staff, users and partners for “tribal knowledge” Build a friendly front-end (portal, wiki, query tool) You do not have to consolidate tools unless it makes sense Knowledge is only valuable if it is easy to retrieve 16 © ITSM Academy, Inc.
  • 17. Questions and Answers Thank you for attending Jayne Groll y ITSM Academy jgroll@itsmacademy.com www.itsmacademy.com 1. 888. 872. 1 888 872 ITSM (4876) 17 © ITSM Academy, Inc.