Knowledge Management provides perspectives, experiences, ideas and information to support decision-making and service operation:
- at the right place
- at the right time
- to the corret people
- the correct information
Scope
Knowledge Management supports to increase the knowledge about service and its activities. Based on data, informations can be gathered, compressed to knowledge and finally be transferred through skills to wisdom:
Activities
Knowledge Management has four main activities:
- Providing a knowledge management strategy
- Transfer knowledge
- Management of data, information, knowledge and wisdom
- Usage of the Service Knowledge Management System
Critical Success Factors
The following items are examples:
- CSF: Availability of knowledge to support management decissions
- KPI: Service Knowledge Management System access is granted to managers and decision makers
- KPI: Service Knowledge Management System queries are considered as “good” by the management
- CSF: Reduced efforts to support and maintain services
- KPI: Less functional / horizontal escalations
- KPI: Service Knowledge Management System is utilized by Service Operations
- KPI: Amount of incidents, which can be solved through Known Error entries