Why the Service Knowledge Management System is significant
In any organization, everyone at every level of the organization is a decision maker-whether you are at the operational level, a manager, a process owner or a business executive. SKMS takes a wider base of knowledge to include user experience, company performance figures impacted or other business impact information, staff experience and more-as long as the information and knowledge captured in the SKMS ultimately brings "wisdom" or common sense to the different users mentioned for decision-making.
By providing information for IT and the business, SKMS enables IT to further integrate itself with the business. Moreover, having logical, central repositories of knowledge promotes collaboration and thereby helps eliminate the siloed approach to IT service management. In return, it improves IT operations efficiency. This truly gives different technology groups a common visualization platform for all parties involved in delivering services, as well as those benefiting from the services. For a start, teams from IT governance, quality, asset and configuration, service desk and service delivery can have access to tailored views respective to their function.
"Wisdom consists of the anticipation of consequences." -Norman Cousins
When the quality of IT decision-making is improved, and users are more knowledgeable or wise to effectively meet business requirements, this increases the value received by the business and customers from every dollar spent on IT.
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: "Global Best Practices for IT Management" and "Six Sigma for IT Management." 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 [email protected].