Knowledge is Power: Building a Service Knowledge Management System
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This document discusses knowledge management and service knowledge management systems. It defines knowledge management as ensuring the right information is delivered at the right time to enable informed decisions. A service knowledge management system is a set of tools and databases used to manage knowledge and information across the service lifecycle. The document provides tips for organizations to start building their own SKMS, including determining data needs, defining roles, and piloting the system with a new service.
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Knowledge is Power: Building a Service Knowledge Management System
- 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.