42 How ITIL Deals with Knowledge Management-Effectively

ITIL 42 How ITIL Deals with Knowledge Management-Effectively

Knowledge Management 100 Success Secrets Copyright © 2008 Notice of rights All rights reserved.

No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Notice of Liability The information in this book is distributed on an “As Is” basis without warranty.

While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.

Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks.

Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark.

All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark.

No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. Knowledge Management 100 Success Secrets There has never been an Knowledge Management Guide like this. 100 Success Secrets is not about the ins and outs of Knowledge Management.

Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs.

It tells you exactly how to deal with those questions, with tips that have never before been offered in print.

This book is also not about Knowledge Management’s best practice and standards details.

Instead, it introduces everything you want to know to be successful with Knowledge Management. Table of Contents The Two Main Advantages of Knowledge Management …………12 Understanding the Guide to the Project Management Body of Knowledge ………………………………………………………………………………13 Practical Approaches to an Effective Knowledge Management.14 Barriers in Knowledge Management: Human Beings, Technology and Organization………………………………………………….15 Benefits of Knowledge Management: Knowledge is Everything …………………………………………………………………………………………………16 BP Knowledge Management: The Success Story ……………………..17 Impacts of Knowledge Management in Business Operations…..18 What Goes on in Knowledge Management for Customer Satisfaction ………………………………………………………………………………20 Three Interesting Definitions of Knowledge Management ………21 Definition of Knowledge Management: Presenting a More Detailed and Formalized Pattern for Information ……………………22 Some Notes on Developing a Knowledge Management Strategy …………………………………………………………………………………………………24 Thought-Provoking Notes on Effective Knowledge Management …………………………………………………………………………………………………25 Enterprise Knowledge Management: The Business and Knowledge Management Supports Each Other……………………….26 Examples of Knowledge Management: Looking at the Long Run ……………………………………………………………………………………………….. 27 How to Safeguard the Future of Knowledge Management…….. 29 Guide to the Project Management Body of Knowledge: Advisable to have…………………………………………………………………… 30 Head of Knowledge Management: As Part of the Executive Management ………………………………………………………………………….. 31 The Way IBM Deals with Knowledge Management ………………. 32 The Effects of Implementing Knowledge Management………….. 33 Emphasizing the Importance of Knowledge Management …….. 34 The Difference between Knowledge Management and Information Management ………………………………………………………. 35 Information and Knowledge Management: Both are Different Management Styles ………………………………………………………………… 37 Everything About International Journal of Knowledge Management ………………………………………………………………………….. 38 Management of Knowledge, Culture, and Change in a Journal: For Any Institution…………………………………………………………………. 40 International Journal of Knowledge Management: The Best Article to Purchase About Knowledge Management ……………… 41 A Brief Introduction to Knowledge Management…………………… 42 How ITIL Deals with Knowledge Management-Effectively …… 43 Jobs in Knowledge Management-The Role of a Knowledge Specialist ………………………………………………………………………………… 44 Sharing Information Through the Journal of Knowledge Management Practice ………………………………………………………………46 What is JKM? …………………………………………………………………………..48 What is Knowledge Base Management? ………………………………….50 What Knowledge Based Management Does For Your Organization? ………………………………………………………………………….51 The benefits of Knowledge Management in your Organization 53 Access to Case Studies on Knowledge Management ……………….55 What Knowledge Management Case Study Is and Its Features .56 Let Knowledge Management Companies Do the Work …………..57 Importance of Attending the Knowledge Management Conference ………………………………………………………………………………58 The Need for a Knowledge Management System in Construction …………………………………………………………………………………………………60 Knowledge Management System-What Exactly Is It?………………62 Knowledge Management Jobs for CKO …………………………………..64 Types of Knowledge Management Products……………………………65 Organizational Approaches to Knowledge Management Solutions ………………………………………………………………………………….67 The Benefits and Challenges of Knowledge Management ……….69 The Harmony of Knowledge and Process Management ………….71 Yes, Knowledge Management IS Very Applicable! ………………….72 Key Points in Designing Knowledge Management Architecture …………………………………………………………………………………………………73 Some Barriers to Knowledge Management…………………………….. 74 The Characteristics of a Knowledge Management Center………. 75 How to Gain a Competitive Advantage in Knowledge Management ………………………………………………………………………….. 76 Getting Clued in on Knowledge Management Conferences …… 77 Understanding How Knowledge Management Consultancy Works …………………………………………………………………………………….. 78 Knowledge Management Course: A Must for Executives and Staff………………………………………………………………………………………… 80 Knowledge Management Courses What is currently happening? ……………………………………………………………………………………………….. 82 How to Create Knowledge Management Culture?…………………. 84 Knowledge Management Definition: Making it Clearer? ……….. 86 Knowledge Management Forum: Why Attend? …………………….. 88 How Knowledge Management Framework Works? ………………. 90 Starting With Knowledge Management Implementation……….. 92 What Are the Knowledge Management Issues?……………………… 94 Knowledge Management IT: Benefits and Risks…………………….. 96 Knowledge Management Job Vacancies Grows As More Companies Implement …………………………………………………………… 98 Knowledge Management Journal: What’s Out And What’s New in the Field……………………………………………………………………………. 100 Knowledge Management Law: Is It Important?……………………. 101 Choosing The Knowledge Management Model That’s Best for the Company …………………………………………………………………………103 A Knowledge Management Officer Is Needed to Run the Program …………………………………………………………………………………105 Knowledge Management PDF: Good References …………………..107 Knowledge Management PhD: Specializing Has Its Rewards..109 Knowledge Management PPT Available in the Internet ………..111 A Good Knowledge Management Practice Is Needed to Thrive in Business……………………………………………………………………………..112 Knowledge Management Practices That Works for You ………..114 2 Models of Knowledge Management Process……………………….115 3 Important Steps to Build a Knowledge Management Programmed ………………………………………………………………………….116 Understanding Deeper What Knowledge Management Project Is ……………………………………………………………………………………………….118 Knowledge Management Research: Capturing the Best Knowhow to Improve the Business Process…………………………………….119 The Benefits of Knowledge Management Review ………………….121 How Knowledge Management Services Help Companies?……123 How to Choose the Best Knowledge Management Software….125 Knowledge Management Strategies: Changing Business Environments Need New Strategies ………………………………………126 Strategizing an Effective Knowledge Management Strategy ….128 3 Principles of Knowledge Management Success …………………..129 What is a Knowledge Management System?………………………… 131 Knowledge Management Systems and their Underlying Benefits ……………………………………………………………………………………………… 132 The Important Role of Knowledge Management Technology . 134 2 Schools of Knowledge Management Theory ……………………… 136 Knowledge Management Thesis: Providing New Concepts and Ideas in Business Management …………………………………………….. 138 The Importance of Knowledge Management Tools………………. 140 Knowledge Management Training: Enhancing the Careers of Managers ……………………………………………………………………………… 142 Knowledge Management University Courses: Enriching the Skills of Management Professionals ……………………………………… 144 Knowledge Management Vacancies: The Job Market Situation for KM Practitioners……………………………………………………………… 146 Knowledge Management Wiki: An Emerging Technology…… 148 Learning and Knowledge Management: Determining the Performance of Companies in Creating Quality Output ………. 149 Some Cultural Issues Affecting Legal Knowledge Management ……………………………………………………………………………………………… 151 Basics of Knowledge Management……………………………………….. 152 The Nonsense of Knowledge Management: Indicting the Practice of KM as Another Management Fad …………………………………….. 154 Open Source Knowledge Management: Enhancing Knowledge Sharing Through Interoperability…………………………………………. 156 Project Management Body of Knowledge and its Evolution ….158 The Role of Knowledge Management in Strengthening an Organization ………………………………………………………………………….159 Value of Knowledge Management: Propelling Companies to New Levels of Growth …………………………………………………………..160 What is Knowledge Management: Underscoring the 3 Viewpoints of KM Implementation ……………………………………….162 Why Knowledge Management is Important ………………………….164 11 12 — International Journal of Knowledge Management: The Best Article to Purchase About Knowledge Management There are many innovations, which were developed correspondingly with the advent use of Knowledge Management, and to say the least, they are more numerous to understand in less than one reading.

Knowledge Management is in itself a growing industry within its parent Industry, the Business itself, which it serves.

In this regard, the necessary materials required in understanding Knowledge Management are still on the stage of development as Knowledge Management is still growing in innovations and patterns for use and securing.

One of the best ways, therefore, to stay informed of all that is happening in the industry is through the use of the International Journal of Knowledge Management (IJKM).

It is a good journal to purchase and read.

It even explains the many aspects of Knowledge Management as well as the barriers to be expected from its use like the ones caused by Human Management, Technology as well as Organization.

Needless to say, it is a good article to have if one is still very much on the dark on how Knowledge Management is best utilized.

Although, all Businesses are unique from the rest, and no two is the same from another, the IJKM further emphasizes the effect of culture issues within the Business on Knowledge Management.

In this case, its readers are virtually informed of all there is to know about Knowledge Management, and in the world of Business and making money, understanding is the most important way to maximize growth and avoid Business-like disasters that come unwontedly, but could be prepared for. 42 A Brief Introduction to Knowledge Management If you still are not familiar with the term knowledge management, now is the time to get to know it-especially since it is something that a lot of companies are paying attention to (since they know such will have a profound impact on the workings of their organization).

Simply put, knowledge management is a compilation of the different practices that are used by many organizations in order to accurately identify, efficiently create, effectively represent and widely distribute knowledge and information that is essential to the lifeblood of their company.

It can be said that the arena of knowledge management is a fairly new disciplinesomething that was only established in the year 1995.

A lot of university courses as well as professional and other academic journals also dedicate much space for it, since it is something that is highly regarded.

A lot of large companies also dedicate most of their resources for knowledge management because it is part of yet another area called information technology and human resource management.

Some proponents even go as far as to call knowledge management as the umbrella of these other two departments, citing facts of interweaving evidences and characteristics to make them proclaim it so.

One can say that knowledge management is so important it has lately been estimated to be a member of the multibillion dollar market all over the world.

This avenue is greatly tied up with the different organizational objectives that companies establish which take into account areas such as performance, competitive advantage, developmental processes, innovation and lessons for learned transfer. 43 How ITIL Deals with Knowledge Management-Effectively Knowledge management is a huge issue when it comes to being able to determine a certain organization’s stand in society.

Gauging future success of any company can be based with results depending on its assets in terms of knowledge.

Managing this knowledge asset is the key for the company’s survival as these knowledge assets are what keep the company pumping success.

In most cases however, the company would also need a sturdy management of service.

Service management is practically what the organization lives on.

However, service management lives on another source, which is knowledge management, hence, the true importance of knowledge management, as well as the importance of keeping it going.

The ITIL or Information Technology Infrastructure Library supplies companies with a framework for managing everything about its knowledge assets, as well as guidance for manual operations.

The ITIL’s target is to be able to support the company by keeping the knowledge asset of that company one step ahead of other companies.

In other words, the framework provided by ITIL will ensure the company making use of it to be able to perform successfully, being able to serve clients at the best possible way, by making maximum use of accumulated knowledge assets.

At the same time, the ITIL provided framework uses the knowledge assets to fix problems within the system, to record new information as it happens, and to use the provided knowledge to gain even more knowledge.

When management of knowledge is the key, over time the ITIL framework will know what to do by following its knowledge management system. 44 Jobs in Knowledge Management-The Role of a Knowledge Specialist Knowledge management (KM) is often associated with driving business performance through the collaborative efforts of key individuals within the organization.

To make all of these possible, certain knowledge management software applications are being used specific to the needs of the business.

In the call center industry, there is a special kind of KM software used by service agents while interacting with customers.

The one that is maintaining the knowledge database is often called Knowledge Specialist.

Being a Knowledge Specialist is not that challenging.

However, technical writers are often considered for this job as it entails composition of scripts that the customer service agents will be using while taking calls, responding through live chat or writing an email.

He or she has to see to it that stored scripts are free from grammatical errors so as to ensure high quality standards on every customer interaction.

There may also be instances wherein the Knowledge Specialist will make some changes on the stored content to keep agents updated with the recent issues.

This is very critical for agents who support technical calls.

In addition, Knowledge Specialist also keeps a copy of the individuals who must be given access to the KM software.

Granting of access is critical to the business so as to prevent unauthorized access to relevant business information.

Oftentimes, KM software for customer service agents is web-based, which means that it can be accessed anytime, anywhere for as long as there is an active internet connection.

This even provides more convenience to users.

Indeed, the growing demand of KM has greatly affected more people positively.

The generation of new jobs brings about 45 career development for individuals who are considered experts in the field of KM. 46 Sharing Information Through the Journal of Knowledge Management Practice Knowledge Management is all about sharing information.

The sharing of information is beneficial as it makes you and your company grows and learning experiences allows room for improvement.

With the rapid increase in technology and the globally competitive environment, it is not enough that you have a knowledge management in placed.

You need to be updated on the best practice to improve further your system of maintaining your knowledge management.

A journal known as Journal of Knowledge Management Practice (JKMP) is an interdisciplinary, peer-reviewed quarterly publication committed to the exchange of the latest research in knowledge management.

The Journal of Knowledge Management Practice is formerly the Journal of Systemic Knowledge Management dedicated to collect serious research about knowledge management and its practical applications.

It was the first journal in 1988 that brought together theory and case studies, thus providing progressive researchers, practitioners and organizations a holistic understanding and practical insight of knowledge management.

JKMP started to publish their articles in January 1998 on a free open library until today.

Open library refers to availability of articles online in electronic format.

The journal is published in English language and its publisher is The Leadership Alliance Inc. (TLA), a Canadian company.

The journal publication includes research findings, case studies, critical essays, trend analyses, anecdotal experiences, product and service reviews and commentaries, book and other publication reviews.

Read more about 42 How ITIL Deals with Knowledge Management-Effectively :

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and  42 How ITIL Deals with Knowledge Management-Effectively
ITIL - 42 How ITIL Deals with Knowledge Management-Effectively
ITIL and  42 How ITIL Deals with Knowledge Management-Effectively
ITIL - 42 How ITIL Deals with Knowledge Management-Effectively

Recommended For You

Leave a Reply