#TFT12: Aprill Allen
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The document discusses the integration of knowledge management (KM) into IT Service Management (ITSM), emphasizing its benefits such as quicker resolution times, reduced training time, and lower turnover. It outlines strategies for creating an effective knowledge base, including clear communication, relevant categorization, and proper formatting. Additionally, it highlights the importance of knowledge management as a means of empowerment and innovation within organizations.
#TFT12: Aprill Allen
- 1. How to Put the KM Into ITSM Aprill allen
- 2. How to Put the KM Into ITSM Aprill Allen Twitter: @aprillallen aprill@knowledgebird.com Knowledgebird.com @aprillallen
- 4. By Ecoagriculture Partners on Flickr
- 5. Why? o Ageing population o Resolution times are quicker o Lower on-call costs o Lower stress = lower turnover o Less time required for training o Mobile & remote workforce o Opportunity for innovation o It’s empowering & improvement o Reduce effort wasted on re-work. Knowledgebird.com @aprillallen
- 6. Why? Because any funny story you have from your IT career could have been resolved by an adequate knowledge base. Knowledgebird.com @aprillallen
- 7. Knowledge Management & ITSM Knowledgebird.com @aprillallen
- 8. Who is your audience? Assign oversight to a role Decide on relevant category labels Image from http://www.procolour.com.au
- 10. Fundamental processes and company information. Commonly occurring issues/processes. FAQs. Other processes. Trivial-but-useful. Knowledgebird.com @aprillallen
- 11. Writing for your knowledge base Knowledgebird.com @aprillallen
- 12. Golden Rules 1. Be clear & concise 2. Beware the curse of knowledge. Knowledgebird.com @aprillallen
- 13. Follow up Tailor your language Knowledgebird.com @aprillallen
- 14. Categories and tags Knowledgebird.com @aprillallen
- 15. Formatting Stick to one style of font, in black and opt for one other colour to highlight important points. Blockquote a command list to set it apart from informational text. Don’t just cut and paste haphazardly. Invest the time to reformat it. Knowledgebird.com @aprillallen
- 16. From the KCS Practices Guide 5.2 www.serviceinnovation.org Knowledgebird.com @aprillallen
- 18. Knowledge management = empowerment Knowledgebird.com @aprillallen
- 20. Stem cells from http://www.topnews.in
- 21. Small steps Simple language Bribery Knowledgebird.com Knowledgebird.com @aprillallen
- 23. WITH THANKS TO OUR SPONSOR bmc FOOTPRINTS #TFT returns may 2013