The primary role of Knowledge Management is to improve the quality of decision making by ensuring that accurate, reliable and trustworthy information is available throughout the Service Lifecycle.
In order to achieve this, effective sharing of knowledge in most scenarios requires the development and ongoing support of a Service Knowledge Management System (SKMS). This repository should be accessible to all parties who wish to obtain information.
There are often four stages to knowledge:
- Data - from metrics are turned into quality information
- Information - combining this with context, experience and interpretation becomes knowledge
- Knowledge - having the above enables correct decisions to be made which in turn is perceived as wisdom
- Wisdom - the culmination of all of the above
The SKMS is made up of various data source, namely the Configuration Management System (CMS) and the Configuration Management Database (CMDB) as the following simplistic diagram illustrates:
The SKMS can also hold other information such as staff skills, organizational and user behaviour and supplier information.
There are four key activities regarding Knowledge Management:
- Knowledge Management Strategy
Any organization needs this strategy to focus on identifying and documenting the type of knowledge it wishes to capture.
- Knowledge Transfer
Identifying the knowledge gap between person or department and those in need of obtaining that knowledge. A communication or transfer plan may be required.
- Information Management
Establishing data and information, defining the architecture and finally establishing process and procedures for operational use and also improvement of the process
- Use of the SKMS
Customers who require access to information at different times of the day can be challenging. There needs to be control over how this is developed and maintained to ensure accuracy of data/information/knowledge.
There are many users of knowledge but the main gathers are Operational Staff, 1st and 2nd line support, with the main users of the knowledge are the Problem Management team.