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Service through Knowledge Management

Many frameworks exist for improving IT operations, but knowledge management is a glaze you can apply to any and all of them. And you very much should. The longer it takes to retrieve needed knowledge from across the business, the less time there is leftover to do meaningful work. Knowledge management promises a lot of added value for how basic it is. On that note, Professor P. Ross S. Wise discusses briefly at ITSM Professor how knowledge management may be applied throughout the five phases of the service lifecycle.

It’s All about What You Know

In service strategy, it helps to have information on hand about current or relevant change proposals, business cases, demand management information (projected business activity, meeting minutes, etc.), and business relationship management information. In service design, aside from a full view of the new or changed service, you want to see how the service model maps service assets to desired outcomes.

Knowledge will become a critical input and output in service transition. And in service operation, reports regarding incidents, problems, requests, and automation will become important. Lastly, about continual service improvement, Wise says this:

Whatever you are doing today, can be done better. Agreed? We can always improve upon where we are now with any service or process and the same is true with Knowledge Management. We can all look to where we know we have siloed discrete facts or data and then correlate that data together for a common purpose to create information. Once we give this data some context the next step is to look for ways to optimize.  Knowledge will require experience too. From this correlated information and experience we can glean wisdom to make wise business decisions.

For further detail, you can view the original post here: http://www.itsmprofessor.net/2016/12/service-through-knowledge-management.html

About John Friscia

John Friscia is the Editor of Computer Aid's Accelerating IT Success. He began working for Computer Aid, Inc. in 2013 and continues to provide graphic design support for AITS. He graduated summa cum laude from Shippensburg University with a B.A. in English.

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