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Knowledge Management In A Service Organisation

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Patrick Keogh
Patrick Keogh

Lucid IT has grown from a small consulting firm to a leading IT management organization over 8 years. They implemented a knowledge management system incrementally as the company grew to address the costs of not capturing knowledge and risks of inconsistent practices. Their current system includes communities of practice, knowledge managers, and tools like Groove and SharePoint to facilitate knowledge sharing across a dispersed workforce. Going forward, Lucid IT aims to extend knowledge management to customers and partners and better measure its impact.

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Knowledge Management in a Service Organisation Patrick Keogh Knowledge and Innovation Manager, Lucid IT © Copyright 2009 Lucid IT. All rights reserved
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]
Background ,[object Object],[object Object],[object Object]
Why Do Knowledge Management? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Costs of not doing KM ,[object Object],[object Object],[object Object],[object Object]
Risks of not doing KM ,[object Object],[object Object],[object Object]
Benefits of KM ,[object Object],[object Object],[object Object],[object Object],[object Object]
Costs of doing KM ,[object Object],[object Object],[object Object]
THE JOURNEY SO FAR
The early days ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Big win #1
We started to grow and to disperse ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
… so we responded ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Our #1 tool ,[object Object],[object Object],[object Object],[object Object],Big win #2
Groove ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
We did some things right in implementation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lucid IT Knowledge Days ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
… and then we grew some more ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
… so once again we have responded! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Knowledge and Innovation Manager ,[object Object],[object Object],[object Object],[object Object]
Communities of Practice ,[object Object],[object Object],[object Object],[object Object],[object Object]
The COP Leaders ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Updated toolset ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What’s next? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lessons ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions? [email_address]

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Knowledge Management In A Service Organisation