Knowledge management

The objective the Knowledge management proces is to ensure that the right information is provide to the right person at the right time in order an informed decision can be done.

Knowledge management is important mainly in relation to the Change management process (ITIL v3 Service transition).

Examples of a successful change based on appropriate knowledge management are:

• Users, Service desk, solvers and vendors understand new and changing services including known errors accepted before the release.
• Awarness about a service and cancellation of original services.

Effective Knowledge management is an excelent way of sharing knowledge among individuals and teams. Knowledge transfer is a key factor of a successful change and readiness of a new service operation whether user and support teams training or other subject informing is concerned.

Knowledge Base contains a number of pieces of information and knowledge for various groups of users. Authors of particular articles is Service desk staff (e.g. user manuals, FAQ...), system administrators (system documentation, descriptions of regular activities, reactions to known situations...), architects (architecture decisions, solution principles...), process managers (process descriptions...) and other roles. It is very useful to interconnect Articles with configuration items that they relate to. Reader can assess articles. Reports about article authors productivity and article quality are a good way to assess quality of the Knowledge base and contribution of individual people. End users have direct links on Service Desku portal to the most important articles. They are navigated to the Knowledge Base before creating a ticket and links to the last updated articles are provided.

Model Knowledge Base enables a fast creation of articles and their search by users. This model offers an article categorization, information classification, approval of articles before publishing, fulltext search and interconnection with Configuration management in form of links to configuration items. There are links to relevant articles displayed in the detail of particular configuration items. This enables Solver has immediately at disposal not only overview of previous or current incidents and problems, changes, impact from projects and dependencies on other configuration items, but also knowledge base articles at the moment, when he/she solves an incident, problem or change relating to the given configuration item.