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Service Management Framework Architect
Service Delivery and Management Architect
Dream Catchers Inc
Making Knowledge Management Work With Service Management
McGaughey is tasked with designing and implementing a framework based on ITIL, the IT Infrastructure Library, which documents the implementation of a framework for IT service management.ITIL itself makes service management and knowledge management perfectly complementary concepts.Different aspects of service management generate knowledge, depend on knowledge and use knowledge, but ITIL does not give specific instructions on how to store or manage the knowledge -- only how to use it.That's where knowledge management comes in. Knowledge management is not a separate process, but is used alongside service management, according to McGaughey.And while there is nearly an infinite amount of knowledge management applications available from software vendors, as well as home-grown solutions, each IT department will have to deal with managing knowledge in a service management environment in its own way. McGaughey suggests there are four questions that are key to developing a knowledge management concept for an IT service management framework: What kind of knowledge do you need? How do you get it? How do you store it? What do you do with it? "One of the great myths of knowledge management is that it's a technology solution," McGaughey said."It's not."This, of course, presents a different problem."IT people are keen on implementing a piece of technology to solve a problem,"
International IT Service Management Summit
LIG - Boise/Treasure Valley
Making Sure the IT Business Equation Adds Up
KOLEY JESSEN P.C
St John Ambulance incorporated
NRG Energy Inc
Texas Tech University