onestopfoki.blogg.se - Itil knowledge management

Recording of errors, faults, workarounds etc.

Training of users, support staff, suppliers and other stakeholders in new or changed services.

Knowledge transfer often being a crucial factor in facilitating effective transition of new or changed services and essential to operational readiness.

Blurring of the concept of intellectual property and information when engaged in sourcing and partnering, therefore new approaches to controlling 'knowledge' must be addressed and managed during Service Transition.

Specific application to Service Transition domain can be illustrated through considering the following examples: The creation of a single system for Knowledge Management is recommended. It is an excellent method for individuals and teams to share data, information and knowledge about all facets of an IT service. measuring, understanding and acting correctly on results of testing and other assurance results.Įffective Knowledge Management is a powerful asset for people in all roles across all stages of the service lifecycle.

Establishment of the acceptable risk and confidence levels associated with the transition, e.g.

Awareness of the use of the service, and the discontinuation of previous versions.

User, service desk, support staff and supplier understanding of the new or changed service, including knowledge of errors signed off before deployment, to facilitate their roles within that service.

Examples where successful transition rests on appropriate Knowledge Management include: Knowledge Management is especially significant within Service Transition since relevant and appropriate knowledge is one of the key service elements being transitioned. Knowledge Management includes oversight of the management of knowledge, the information and data from which that knowledge derives.ĭetailed attention to the capturing, maintenance and use of asset and configuration data is set out in Section 4.2. It is dealt with to some degree within other ITIL publications but this chapter sets out the basic concept, from a Service Transition focus. Knowledge Management is a whole lifecycle-wide process in that it is relevant to all lifecycle sectors and hence is referenced throughout ITIL from the perspective of each publication.

Difficulties faced by the customer in fully realizing the benefits expected from the service.

Ensuring that, at a given time and location, service provider staff have adequate information on:.

Ensuring staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the use of those services.Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service.The objectives of Knowledge Management include: The goal of Knowledge Management is to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. The purpose of Knowledge Management is to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision. Turn on the accessibility, quality and continued relevance of the underpinning data and information available to service staff. The quality and relevance of the knowledge rests in Acceptable risk levels and performance expectations.That knowledge within the Service Transition domain might include:

their knowledge of the situation they are, or may find themselves, in. The ability to deliver a quality service or process rests to a significant extent on the ability of those involved to respond to circumstances - and that in turn rests heavily on their understanding of the situation, the options and the consequences and benefits, i.e. Service Transition Processes 4.1PLAN/SUPPORT 4.2CHANGE 4.3ASSET/CONFIG 4.4RELEASE/DEPLOY 4.5 3Principles 4Processes 5Activities 6Organization 7Consideration 8Implementation 9Issues AAppendecesĤ. ITIL Version 3 Chapters Service Transition 1Introduction 2Serv.