Itil knowledge management8/19/2023 How do you get to the new doctor’s office? How do you change the smoke alarm battery? Either you know how to do these things, or you know where to look. That’s why things that used to require critical thinking are now simply routine. After you find the solution to a new problem, you store it in your head, or on paper, or on your phone, and recall it when you need it again. If you don’t know a solution to a problem, you’ll figure out who to ask or how to find the information you’re looking for. It’s a key component to our everyday problem solving. We all use our own forms of subconscious knowledge management all the time. When you reach the end of this page, you should have a basic concept of what knowledge management can accomplish, how to organize a knowledge base, how to create convenient access points, and how strategy has evolved to meet modern needs. Every organization needs an ITSM knowledge management strategy to store and disperse solutions, troubleshooting resources, and articles to users and technicians alike. No one wants to solve the same preventable issues over and over, especially when requesters are waiting. Ongoing value chain activity in this area benefits from knowledge management through re-use of solutions in standard situations and a better understanding of the context of non-standard situations that require analysis.In order to maximize efficiency, the IT service desk needs to prevent a logjam of repetitive incidents from clogging ticket queues. The efficiency of this value chain activity can be significantly improved with sufficient knowledge of the solutions and technologies available and through the re-use of information. To make this value chain activity more effective, it's important to have knowledge of the solutions and technologies available and the re-use of information. It's important knowledge management forms relationships with stakeholders on all levels from a strategic and operational perspective based on an understanding of the context and history of those relationships. It's up to knowledge management to help the organization to define and plan a strategy to make sound portfolio decisions and supports financial managementĬontinuously improving the process adds value and having an understanding of the current situation and trending based on previous knowledge and information provides background to analyse and assess what can be achieved and improved by planning This needs to be associated with their access level and other relevant organisation policies that have been put in place.Ī process required to access knowledge where development and capturing essential knowledge information is crucial to ensure it's documented and made available. Knowledge management needs to ensure that stakeholders are provided with the required information specific to a subject in the proper format within the correct time and at the right level. It has to be considered that the knowledge needs to be fit for purpose and simplified in a way that lays out specific instructions or reference points that an analyst can find immediately without spending valuable time searching for a specific solution. Providing a service desk analyst with a mammoth 500-page manual is not beneficial when they need to find a solution to a particular problem, fast. Knowledge has to be used to serve the right purpose which needs to be understood with the user of knowledge and the relevant situation in mind. It has to be noted that knowledge is not just information. There can be different methods in capturing and sharing this information that ideally needs to be maintained to further the progress in the knowledge area. The practice of knowledge management is valuable to any organisation and provides a standard approach when sharing knowledge using skills, practices, workarounds for problems, solutions and knowledge articles. The purpose of the knowledge management practice is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization.
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