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How to Put the Knowledge Management Into IT Service Management

How to Put the KM Into ITSM was first given to the NSW branch of itSMF Australia for their Q1 seminar on 15/3/2012.

During this talk, I cover how to plan, write for and maintain your knowledge base. I also discuss why we need to share knowledge and I share my thoughts on managing some of the cultural issues that get in the way of knowledge flow in IT departments.

These slides are visual and some are intentionally blank.
When I get around to providing a voice cast (and some properly formatted notes), or even a recording of coming presentations, I will let you know. Follow on twitter @aprillallen or subscribe to the blog (http://eepurl.com/d12h1) to be informed.

** Jokes and anecdotes not included. These are only available in person. ;)

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How to Put the Knowledge Management Into IT Service Management

  1. 1. How to Put the KM Into ITSM Aprill Allen Twitter: @aprillallen aprill@knowledgebird.comKnowledgebird.com
  2. 2. http://www.itsmf-whitepapers.org/ Available for free to itSMF members.Knowledgebird.com
  3. 3. Knowledgebird.com
  4. 4. What is knowledgemanagement? Documenting the stuff we do and the stuff that happens, so we know what to do next time.Knowledgebird.com
  5. 5. By Ecoagriculture Partners on Flickr
  6. 6. Why? Because any funny story you have from your IT career could have been resolved by an adequate knowledge base.Knowledgebird.com
  7. 7. Knowledge Management & ITILKnowledgebird.com
  8. 8. Image from http://www.procolour.com.au
  9. 9. Image from http://chrisnierhaus.com
  10. 10. Fundamental processes and company information. Commonly occurring issues/processes. FAQs. Other processes. Trivial-but-useful.Knowledgebird.com
  11. 11. Writing for your knowledge baseKnowledgebird.com
  12. 12. Golden Rules 1. Be clear & concise 2. Beware the curse of knowledge.Knowledgebird.com
  13. 13. Follow up Tailor your languageKnowledgebird.com
  14. 14. Categories and tagsKnowledgebird.com
  15. 15. Formatting Stick to one style of font, in black and opt for one other colourto highlight important points. Blockquote a command list to set it apart from informational text. Don’t just cut and paste haphazardly. Invest the time to reformat it.Knowledgebird.com
  16. 16. Article Lifecycle From the KCS Practices Guide, Consortium for Service Innovation www.serviceinnovation.orgKnowledgebird.com
  17. 17. Knowledgebird.com
  18. 18. Knowledge management = empowermentKnowledgebird.com
  19. 19. Image from http://fatlossquickie.com
  20. 20. Stem cells from http://www.topnews.in
  21. 21. Small steps Simple language BriberyKnowledgebird.com