Knowledge is Power


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Moving Data to Wisdom using a Service Management Knowledge System (SMKS).

We also discuss how social networking can be used to the benefit of your organization's knowledge base.

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Knowledge is Power

  1. 1. Knowledge is Power Moving D t t Wi d Using M i Data to Wisdom U i a Service Knowledge Management System© ITSM Academy
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more!ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries© ITSM Academy 2 Welcome!
  3. 3. Agenda  Basic Knowledge Management concepts  The Service Knowledge Management System  First steps towards sustainable Knowledge Management  Social media and Knowledge ManagementThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy 3
  4. 4. The Basics of Knowledge Management© ITSM Academy
  5. 5. What is Knowledge Management? 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 W ll dk l d Increase a service provider’s efficiency Improve service quality and customer satisfaction I i li d if i Reduce the cost of service provision© ITSM Academy 5
  6. 6. Why is Knowledge So Hard to Manage? knowl·edge: acquaintance or familiarity gained by sight, experience, experience or report ~ source: dictionary com  We have lots of data but less information or knowledge  We are not sure which knowledge is valuable  “Tribal knowledge” and experience is difficult to document  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?© ITSM Academy 6
  7. 7. Knowledge Types (DIKW)  Data  Wisdom (Why?) Discrete facts  Applies knowledge and puts Captured in databases it in context  Information  Provides strong common sense (Who, Wh (Wh What, Wh Wh ?) When, Where?) judgment Provides context to data Stored in documents, reports, email, multimedia il l i di  Knowledge (How?)  Includes experiences, ideas, insights, values  Facilitates decision making© ITSM Academy 7
  8. 8. 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© ITSM Academy 8
  9. 9. 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, updates and CMDBs presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services. g y Source: Official ITIL® v3 Glossary SKMS CMS CMDBs© ITSM Academy 9
  10. 10. Related Elements Within a SKMS  Service Management Systems and Tools  Configuration Management Databases  Configuration Management System SKMS  Incident, Problem, Change and Release data CMDB  Human Resource or People data CMS  Availability Management Information y g System  Capacity Management Information System  Known Error Database  Service Portfolio  Supplier and Contracts Database© ITSM Academy 10
  11. 11. Service Knowledge Management System T l and databases used to manage knowledge and Tools d d t b dt k l d d information; includes the CMS and other tools and databases (e.g., AMIS, CMIS, SCD, Known Error Database) Decisions D ii Configuration Management System Tools and databases used to manage configuration data and related information (e.g., incidents, problems, known errors, changes, releases and people) Configuration Management Database(s) Database(s) used to store configuration records throughout their lifecycle. Configuration records store attributes of CIs and relationships with other CIs Data is gathered within CMDB(s), feeds through the CMS into the SKMS and supports the informed decision-making process.© ITSM Academy 11
  12. 12. 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 Business Information AMIS CMIS KEDB SCD 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 Tools Access CMDB2 DB Supply Chain Event Unstructured Structured CMDBs Enterprise Management Applications© ITSM Academy 12
  13. 13. First St Fi t Steps© ITSM Academy
  14. 14. Let’s Start with the Basics  Do You Know?  What k Wh knowledge is necessary? l d i ?  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? For information to be  What policies, legislation, standards or valuable, it must be , requirements apply? meaningful and manageable  Are there any intellectual property or copyright issues?© ITSM Academy 14
  15. 15. Service Transition is the Knowledge Gateway SKMS Service Design Service Transition • Configuration baselines • Testing and acceptance Service Operation • User documentation • Service Design Package • Known Errors • Tech documentation • CMDB/CMS updates • Build documentation • Training • Knowledge Mgmt • Incidents, P bl I id t Problems, KEKEs© ITSM Academy 15
  16. 16. 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 Using the Data & SKMS Information Management g • Share the SKMS • Determine data among IT, partners requirements users and customers • Define architecture and procedures© ITSM Academy 16
  17. 17. Leverage Social Networking  Leverage social networking  Social networking may techniques such as t h i h  Capture intuitive knowledge  Wikis that does not “fit” into field  Twitter  Be less intimidating or  Blogs restrictive than a database format  Intranets  Be used to front-end or  Videos supplement the SKMS presentation layer  Encourage staff and supplier participation Social networking must be filtered and controlled. Many organizations are g y g replicating social networking capabilities internally to capture knowledge.© ITSM Academy 17
  18. 18. Tips for Getting Started  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  A i clear roles and responsibilities Assign l l d ibiliti  Have controls for contributing and verifying knowledge  Interview staff, users and partners for “tribal knowledge 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© ITSM Academy 18
  19. 19. Want t Learn More? W t to L M ?© ITSM Academy
  20. 20. ITSM Academy Affiliates© ITSM Academy 20
  21. 21. Visible OPS Certified Process From Help Desk to Design Engineer (CPDE) ITIL SOA Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Transition ITIL Service Transition Overview ITIL Service Operation Service Operation ITIL Continual Overview Service Improvement ITSM Roles ITIL and Responsibilities Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation MOF Foundation ITIL Executive Briefing Customer Service ITSM Excellence ITIL O Overview i Leadership Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  22. 22. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 22
  23. 23. ITIL Qualification Scheme (1) Master Certified Process ISO/IEC 20000 ITIL Design Engineer (CPDE) Foundation Expert Complementary Course Complementary Course 1.5 credits 1 credit 5 credits Managing A M i Across th Lif the Lifecycle l 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 credits V3 Foundation© ITSM Academy 23
  24. 24. ITIL Qualification Scheme (1)© ITSM Academy 24