How the SKMS Works

By Linh C. Ho  |  Posted 2009-02-13 Print this article Print

How the Service Knowledge Management System Works

An SKMS is achieved through integrating data and information that are supplied by one or multiple service management technologies. The data collected is then processed, filtered and presented via dashboards or intelligent portals. One company, a global outsourcer, is already working towards ITIL V3's SKMS using its homegrown CMDBs instead of a commercial one. This provider saw three initial benefits of implementing an SKMS:

1. Collaboration: Providing a common service visualization platform for all parties involved in delivering these services, and providing the ability to see the service components all the way to the CI level

2. Leverage existing investments: Processing data from existing service management technologies and its homegrown CMDBs without ripping and replacing any IT investments

3. Operational improvement: Understanding how services are made up helps to quickly identify the business impact and components affecting a service degradation or outage. As a result, it improves mean time to repair (MTTR) and overall resolution process

This global outsourcer uses Compuware's Vantage Business Service Management (BSM) as the technology to enable the SKMS. The underlying data comes from service desk, change management, event management, and asset and configuration management, to name a few.

BSM is a natural fit to do this since its goal is to align IT services with business objectives by correlating disparate data sources, and helping IT map its services to the critical business processes they enable. Moreover, BSM provides a solid understanding of business impact in terms of costs, user experience, service status and more-helping IT understand its contribution to business success. More details on how BSM enables the SKMS will follow in a future article.

Linh C. Ho is Director of Product Marketing at OpTier, Inc. Prior to OpTier, Linh was senior product marketing manager at Compuware, as well as at Proxima Technology. Linh has over 10 years in the IT service management market. Linh is a co-author of two itSMF books: ÔÇ£Global Best Practices for IT ManagementÔÇØ and ÔÇ£Six Sigma for IT Management.ÔÇØ Linh also served on the review team for several itSMF books, including ITIL V3 Foundations. She has written articles and spoken at conferences on the topics of Six Sigma, ITIL and IT service management. Linh is certified ITIL v3 and a Six Sigma Champion. She holds an Honors Baccalaureate in Commerce, International Business Management and Management Information Systems from the University of Ottawa. She can be reached at

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