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Background Information

Employment History

Service Management Framework Architect

Service Delivery and Management Architect

Practice Director
Dream Catchers Inc


Board Member
Dream Catchers Inc

Web References (17 Total References)

Making Knowledge Management Work With Service Management

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"The service management framework lives and and breathes with knowledge," said Michael McGaughey, Service Management Framework Architect at TXU, the leading energy retailer in Texas, which serves five million customers in North America and Australia."There's a lot of knowledge used across the process silos."

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," he said.
"One of the knocks on knowledge management is that it doesn't have a context," McGaughey said.

International IT Service Management Summit

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Michael McGaughey Service Delivery & Management Architect, TXU


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Michael McGaugheyPractice DirectorITSM Consulting Services

LIG - Boise/Treasure Valley

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Michael McGaughey, Practice Director for Dream Catchers, Inc , is back by popular demand.He presented a day of workshops last year on ITSM Implementation Strategy and Developing a Service Catalogue.On March 21st, he will be presenting a workshop titled "What's Next?".Michael will facilitate an interactive discussion that is designed to "meet you where you're at in your ITIL journey".

Making Sure the IT Business Equation Adds Up

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Michael McGaughey

Michael McGaughey serves as the Service Management Framework Architect for TXU, the leading energy retailer in Texas.With 15 years of experience under his belt, he is responsible at TXU for defining the IT Service Management Framework and other business process based frameworks for IT business management.

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