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Tuesday, March 31, 2009

In ITIL 3, Knowledge Management is paramount

I've been thinking about this topic for a long time.  I've been in this business for quite awhile and I've done it all; Incident Management, Problem Management, Change, Release, etc.  All of these Processes exist individually to support overall Service Delivery, but one Process serves them all...Knowledge Management (KM)

ITIL defines the KM Process thusly:  The Knowledge Management process itself ensures that all information used within Service Management, stored in the
Service Knowledge Management System, is consistent and readily available.

All Information.  That's quite a bit.  Practicing good KM is a  big challenge, but one that is worthwhile and will pay off the quickest.  Good KM means more First Call Resolution (FCR), less misroutes, fewer customer complaints.  That's good for the Service Desk, good for Second Level support, and great for the customers.  Truly a "Win/Win/Win"

Next post, I'll go into more detail on why I believe this to be true but if you want to put your efforts in ITIL towards real and measurable improvement, invest time in Knowledge Management.

See my linked document on the main page.  Take time to study how KM supports all Processes and I think you'll agree with my premise.

More to follow...

Braun Tacon

7:23 pm pdt 

Sunday, March 29, 2009

Prayers for Fargo...
Having spent 4 years in Minot ND, I understand just how flat that land is and how it is exacerbating the danger of serious damage as a result of the cresting of the Red River now expected to be just below 43 feet...the limits of the sandbag dikes

Looks like Fargo has dodged a major bullet this time but do keep the residents in your thoughts and prayers just to make sure.


More to follow...

Braun Tacon
4:34 pm pdt 

Every journey begins with the first step.  This is mine.

More to follow...

Braun Tacon
2:32 am pdt 

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BraunsBlog...Random musings on specific topics.  The central themes will be ITIL V.3, Information Security, and other sundry ITSM topics.  That said, there are many more things in this world on which to opine, so don't be surprised if I do now and then.

About me...Braun Tacon, Portland Oregon.  Husband, father, aviator and former Air Traffic Controller with over 20 years experience in the Information Technology and IT Service Management field, the last thirteen years of which having been spent at a Fortune 500 in the Pacific Northwest. 

Professional background and certifications include Aviation Management, Education, Systems Management, Information Security and Process, Standards and Quality Management.  Always delivered with a strong focus on ITIL and similar Process Improvement Frameworks such as LEAN, SixSigma and TQM (Thank you Mr. Deming!).

Hobbies include reading, writing, and even the occasional Karaoke contest!

All opinions expressed here are mine and mine alone.

Contact me...

Questions?  Comments?  Suggestions?  You may contact me at btacon@BraunsBlog.com.

BraunsBlog - 99 and 44 one hundredth percent pure ITIL...66 one hundredth percent pure Braun