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Knowledge Management

Learning the Hard Way about Projects Is the Best Way

Mistakes are the building blocks of life, so it’s no surprise that organizations are keen on using them to help prevent mishaps from recurring. This creates a dilemma because we learn more from our own mistakes than the mistakes of others, but it’s ineffective to have everyone make the same mistakes in an organization. There has to be a better way, right? In a post for the PM Perspectives Blog, Elizabeth Harrin explains how to …

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How You Can Improve Business Support

While on a support call recently, I had the misfortune of suffering through long hold times, dreary music, and being transferred from person to person with no end in sight. While I waited I had plenty of time to think about what could be done better not just for this experience, but also from my own perspective to improve interactions with my own business. Listen More, Speak Less First, start by listening to your business—really …

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5 Tips to Master Knowledge Transfer & Develop IT Skills You Don’t Have

Very few IT departments are fully staffed with every skill they would like to have. Most organizations just choose to live with this problem, but there are more proactive strategies to consider. Chiefly, there is knowledge transfer, the non-boring cousin of knowledge management. Knowledge transfer involves IT managers working with vendors to understand new technologies and develop in-house competencies without hiring more people. In an article for Tech Pro Research, Mary Shacklett offers five tips …

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The Human Equation in Project Management

Approaches to project management have focused on the systems, procedures, and software put in place to determine progress and likely outcomes. These outcomes are usually expressed in terms of cost, schedule, and technical achievement against the project requirements and framing assumptions—the oft-cited three-legged stool of project management. These analytics, and the methodologies used to derive them, are effective in recording progress as it occurs. Analytics are then compared against an expected outcome over time based …

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Reducing Costly Incidents through Knowledge

How can you improve the customer experience though knowledge management, you might ask? From an incident perspective we should start with the Service Desk to determine exactly what types of calls are coming in, a “top ten” of sorts. These may be common questions that, if they are handled through some form of self-service functionality, can reduce the calls into the Service Desk right at the beginning. It is likely that your Service Desk has …

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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 …

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Ways to Share and Increase Project Team Knowledge

If you are lucky, your project team has at least one ace that can be relied upon to do heavy lifting. But too much heavy lifting breaks backs. It is better to build a team that can share the load. In an article for Project Smart, Duncan Haughey describes some ways to share and increase knowledge and skills across the team. The End of Back Pain The most straightforward option is to go with actual …

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5 Tips for Mentoring Project Professionals

Are you the greatest project manager who ever lived? Are they currently erecting a statue of you in the break room? Then consider passing that genius on through mentoring. In a post for the Association for Project Management, Matthew Channell shares five tips for establishing a system of mentoring project professionals: Have a clear purpose. Mentors should be willing and properly trained. Mentees should be properly briefed. Mentors and mentees must match. A defined exit …

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Context Is King: Understanding Knowledge Centered-Support

Your knowledge is only as valuable as you make it, and in order to translate knowledge into a valuable asset you need context.  In a post for All Things ITSM, Simone Moore explores why knowledge-centered support (KCS) is so important for an organization and how it helps to establish context. KCS helps to keep both the day-to-day and evolutionary knowledge practices relevant. Successful KCS goes beyond implementing a knowledge base and helps to guide the …

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Four Questions for Quenching Knowledge Management

The thirst for knowledge must be quenched. Every day people are looking for answers that they need. The question you have to ask yourself as a service provider is, “Are you positioned to satisfy their needs?” One of the fundamental challenges with knowledge management isn’t capturing the information; it is usually the ability to actually manage it. Part of the discovery process should lead us to ask ourselves why we need to do this in …

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