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Communicating Knowledge:
Challenges of Improvements at Light
Speed
by
Kevin Kempton, MS
May 30th, 2017
ICT 4902 Capstone Seminar
How do organizations
disseminate and
capture knowledge?
Convergence
What does Enterprise
architecture have to do
with Knowledge?
The Problem with CSP
• Communication within Communication
Service Provider Organizations
• Startup CSP organizations – Advantage?
• Cooperate to Innovate - Challenging
The First Discoveries
• Find out what Knowledge Management Looks like
• Find out how technical support systems have evolved
in Information and Communication Technology
organizations, respectively.
• Find out how information and communication
technologies have advanced after convergence
Discovery of EA within CSP
• Research the evolution of EA
• Research what EA models are in use
in the CSP industry
Knowledge Management
• How is Knowledge Created?
• How is Knowledge Captured?
• How is Knowledge used in
Communications?
Standardization
• Infrastructure is centered around joint interactive systems
– Social Media
– Wikis
– Documents
– Databases
• Shared among individuals, collectives, and networks in both
physical and digital environments (Map)
Defining Knowledge
Figure 1 Defining Organizational Knowledge.
Source: Diagram from Jafari, Akhavan,
Nouranipour 2009, Figure 5, 744.
Explicit vs. Tacit Knowledge
Knowledge Creation
Figure 2 Explicit Knowledge Extraction Method
Source: Diagram from Jafari, Akhavan, Nouranipour 2009,
Figure 6, 745.
Technical Support Systems
• Fiber to the Home
• 3G services
• Converged Networks
• Deploy, Manage, Monetize
OSS/BSS Model for CSPs
Network Assurance
•Key Performance Indicators (KPI’s)
•Mean Time Between Failure (MTBF)
•Mean Time to Recovery (MTTR)
•Management Information Base (MIB)
Internet and Communications
Convergence
• IN Networks (Intelligent Networks)
• NGN – Next Generation Networks
• Virtualized Services
• PSTN vs VoP (voice over packet)
Video Services
•Multicast Management
•NOMA – Network Object Managed
Architecture
•IP multicast vs Unicast (NOMA)
Wireless Communication
•Geographic Location unlocked (1999)
•IoT (Internet of Things)
•Subscriber Metrics
–US grows from 34 million users in 1995 to 200
million in 2005 (VerticalNews, 2014)
Enterprise Architecture
• IT Management (1994)
• Attracting, developing, and retaining
IT professionals
• Holistic planning
EA Modeling Standards
• Standardized Processes
•Multi-Unit Organizations not Automatic
•Locus of Control led to horizontal IT
governance needs
EA in Communication
Services
•Zachman Framework (1987)
•Exhibition of the way a system is
accomplished (Real-time?)
•Identify How, Who, What, When,
Where, Why
TOGAF
•TOGAF (2008)
•Used as Supplemental
•Operates on a continuum (iterative)
Adoption of TOGAF
•Telecommunications usages
–Maintain Integration with new
technology
–Maintain integrity issues with business
support systems
–Controls Communications through
hierarchical methods
Model A Startup CSP
• 2003 formation
• Rural Markets
• Fiber-Broadband-to the premise
• Triple Play (video, phone, Internet)
• Family Owned-Operated (supportive
vs. participative)
Industry Trends
• Telecommunications Act of 1996
• Innovations toward convergence
• Mergers and Acquisitions
• Larger conglomerates buying up
infrastructure
Solution
• EA model assessment
– Determine existing EA model in use
– Assess the readiness to implement a
change plan
• Communication Plan
– Aligned with Corporate Culture
– Integrity, Customer Service, high
accessibility
Implementation of Change
•Lead the Change
Effort
•Integrate existing
knowledge with
procedure to refine
knowledge base
•Re-use language
throughout
organization
Discussion
• The Researchable items
• Model A Startup CSP – approach is
everything
• US vs The rest of the World
• Iteration – Laziness sometimes pays
off
Next
Steps:Recommendations
• Readiness Assessment to align with
parent organization
• Leadership Team Development
• Be Transparent about Change
• Strengths and Weakness
Conclusion
Questions?

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