![]() It used to be so in times when knowledge was not taken seriously, and it will be even truer in the knowledge era in which we live. contacts to service desk…which leads to usage of own resources for more demanding tasks, customer satisfaction…which leads to paid bills and new contracts…you get the point. This leads to value created in the “user’s eyes” and a reduction in the number of incidents, i.e. Users’ self-help – knowledge stored in the database can easily be made available to the users via a user’s portal, intranet, etc.Less time is spent and users are satisfied because they get their issues solved in no time. More optimized resource utilization – knowledge gained during, for example, service transition or service operation is accessible and the service desk can apply it while solving new incidents or problems.Or, you will recognize the experience – when you need something stored on your computer, it somehow gets “lost.” When a hard disc gets broken, a laptop gets stolen or they leave the company – so does the knowledge. Knowledge is preserved – what I experienced quite often is that technicians keep everything local, either on their laptops, in their mail inboxes or in their heads.I think that this is good for IT Service Management due to several reasons: Market leaders as well as many of the smaller vendors include Knowledge Management process support inside their tools. But, there is much more happening in the IT Service Management tool industry. Well, there are some specific tools for managing knowledge inside the organization. Service Level Agreements (SLAs), Operation Level Agreements (OLAs), Underpinning Contracts (UCs). ![]() SKMS contains many different types of data, information and knowledge, such as: SKMS is used in everyday life to manage infrastructure and services, solve incidents and problems or to make strategic decisions. customer satisfaction rose by 10% due to the ITSM tool implementation, back-office personnel training, self-service portal and new service introduced.ĭata, information and knowledge are stored in SKMS. Wisdom takes into consideration data, information and knowledge e.g. Wisdom – wisdom uses judgment to make use of knowledge and create value. ![]() An example of knowledge is the average time to close priority 1 incidents has decreased since ITSM tool implementation. Knowledge – organizing, processing and structuring of information using human experience, ideas and judgments.An example of information is average time to close priority 1 incidents (which combines data for many incidents such as incident start-time, incident end-time and priority). data endowed with meaning and purpose) so that data become useful for further decision making. Information – it gives context to data (i.e.An example of data is the time and date when an incident occurred. ![]()
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