1. Knowledge is Power
Moving D t t Wi d Using
M i Data to Wisdom U i a
Service Knowledge Management System
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2. About ITSM Academy
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Welcome!

3. Agenda
 Basic Knowledge Management concepts
 The Service Knowledge Management System
 First steps towards sustainable Knowledge
Management
 Social media and Knowledge Management
Thanks for joining us today.
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4. The Basics of Knowledge
Management
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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
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6. Why is Knowledge So Hard to Manage?
knowl·edge: acquaintance or familiarity gained by sight,
experience,
experience or report ~ source: dictionary com
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?
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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
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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
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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
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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
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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.
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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
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13. First St
Fi t Steps
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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?
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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. 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
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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.
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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
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19. Want t Learn More?
W t to L M ?
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20. ITSM Academy Affiliates
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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 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.

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 
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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
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2 credits
V3 Foundation
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24. ITIL Qualification Scheme (1)
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