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