By the very nature of this statement we can expect to start seeing a reduction in the time wasting and duplication of effort due to better and more informed planning and decision making. Whether end users and staff take advantage of this is not an issue for IT professionals to monitor.
Knowing that we have made an improvement is what we need to publish. With a sound Knowledge Management process we can expect an overall improvement in the level of skill as better planning can occur under a structured, repeatable process. Any ITIL process has the potential to increase the credibility of the IT group, as they offer a higher quality of service, combined with an overall professionalism that can be lacking in ad-hoc activities. Refer also to the Knowledge Management Review Document for an assessment of your current process This document was; Prepared by: On: <
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