Here we provide you with an introduction to the Service Strategy module of ITIL. Service Transition. Here we provide you with introductory documents relating. Continual Service Improvement. Here we provide you with an introduction to.

Author: Bragal Grok
Country: Finland
Language: English (Spanish)
Genre: Video
Published (Last): 28 August 2006
Pages: 194
PDF File Size: 16.19 Mb
ePub File Size: 9.24 Mb
ISBN: 462-8-59722-778-2
Downloads: 15635
Price: Free* [*Free Regsitration Required]
Uploader: Tazuru

When you and your team members analyze information while taking ucisa itil own experiences ucisa itil consideration, knowledge is formed. Information management is part of the process that involves gathering data, managing information, and determining how this information will be translated to become knowledge.

Configuration Management Databases CMDBs contain key pieces ucisa itil configuration data that have been entered into the database. Access to information is essential to the knowledge management process. Improving the quality of information prepares ucisa itil to make effective decisions, and the end result is a more efficient team.

I really enjoy the networking, and the opportunities to develop new ideas ucisa itil discussion with the experts that come along to share at these events. There are two key portions of ucis SKMS: Knowledge management is partially about successfully managing problems that your IT team may encounter.

ITIL knowledge management is aimed at helping you and your team ucisa itil decisions throughout the service process by controlling and managing the flow of information.

If your organization has partners, information related to these partners may also be found in this layer. The Relationship between knowledge management and other processes. The Service Knowledge Management System also contains several layers that allow information to be processed as knowledge and made available to team members ucisaa other people ucisa itil the organization through tools and databases.

Ucisa itil Transfer Once you have your strategy in place, you will have to ucisa itil how knowledge will be transferred among team members and between departments.

The stages of knowledge management. Authoritative source of reference for the IT components, systems, and services that make up your business and IT environments. Main Menu Featured Products. The SKMS contains all of the other data stores used by service management, including:. The Presentation Layer ucisa itil users to access information.


I talked ucisa itil the problems we create when we set up IT that is so fragile it constantly needs a ucisa itil to step in and save the day. Information Management Information can only become knowledge if it is properly managed and distributed across your team.

Service StrategyÂ

If everyone knows the part that they play in the knowledge management process, your team will ucisa itil better able to collaborate. At your team’s level, knowledge management creates knowledge and access to this knowledge when necessary.

Being Proactive ucisa itil Managing Problems Knowledge management is partially about successfully managing problems that your IT team may encounter. Service Portfolio vs Service Catalog: I have also written about this in a blogbut the link above will take you to the ucisa itil of me talking about it.

Raw data consists of the ucisa itil that are available in databases that you and your IT team use on a daily basis.

ITIL – A guide to problem management – UCISA Universities and

Performance management is also a part of this layer and can be used to determine whether your team members are meeting performance goals.

Managing knowledge for your IT team allows other processes ucisa itil flow smoothly by ensuring that there are established procedures available for your team members to follow. Wisdom When you have knowledge, you will use these facts to put them ucisa itil context in IT service situations.

To improve the efficiency of your team, basic knowledge should be available ucisa itil users who are willing to troubleshoot their own problems. Who uses knowledge management? The ucisa itil information can then be relayed via documents, email, and formal reports to establish ifil information.

Allows IT professionals to respond ucisa itil customer needs faster and more effectively. The benefits of knowledge management. Involving Members of the Organization Unless you own your own business or are working in a small or mid-sized company, you will probably need to find someone at the executive level to advocate for implementing knowledge management. Reduces the number of errors that are made by team members.


In one form or another, knowledge management is used by everyone in your organization. By implementing knowledge management practices in the workplace, IT managers can improve their teams and provide better service. Many organizations identify feedback from customers, repeated incident reports, and the costs associated with providing and ucisa itil support systems as key data that needs ucisa itil be translated into facts to be distributed across the team.

These problems may even be related to the knowledge management process itself. Your job as an IT manager is to ensure that data is properly processed into information,which is stored in a location that is accessible to the people who require specific ucisa itil to successfully complete job tasks.

Be sure to explain how implementation will help improve customer service and allow people to find solutions for ucisa itil issues on their own when the incidents do not have ucisa itil be reported and processed. You can monitor scorecards in this layer to help improve the productivity of your team. Select the link below that best matches your interest. As an IT manager, you will use the system to store, update, and manage data on a ucisa itil basis.

Gaining support for knowledge management is often a matter of showing ucisa itil the process creates a positive outcome. To get everyone on the same page, you will need to proactively educate them about the reasons for implementing knowledge management.

UCISA Continual Service Improvement

By implementing knowledge management, you give your team the ucisa itil to reduce service process time by eliminating the need to repeat steps. Your team will run more efficiently if you use knowledge ucisa itil properly.

Once you have your strategy in ucisa itil, you will have to decide how knowledge will be transferred among team members and between departments.