Creating Knowledge in Service Manager 2012 as the art of simplicity

“Progress, far from consisting in change, depends on retentiveness. When change is absolute there remains no being to improve and no direction is set for possible improvement: and when experience is not retained, as among savages, infancy is perpetual. Those who cannot remember the past are condemned to repeat it.”

George Santayana, The Life of Reason, Volume 1, 1905

Creating and maintaining up-to-date Knowledge Base is a complex task. Relatively easy to implement mainstream processes such as Incident Management and Requests Fulfilment. At the same time, the implementing of Knowledge Management is a more difficult task.

According to ITIL, the process of Knowledge Management can be represented in the form of Data-to-Information-to-Knowledge-to-Wisdom (DIKW) model. From the practice of our consulting projects, we know that the values of this process are not widely accepted and applied in practice by most organizations.

One of the most important tasks is the act of translating Information into Knowledge (Information-to-Knowledge). It is no secret that usually IT analysts are heavy loaded and lack time to create knowledge articles using the results of the incident’s resolutions. This duty consumes a certain time, and if there is strong SLA, it requires, at a minimum, a strong motivation for IT staff.

Last year we were approached by one customer that wanted to create a tool that would allow simplifying the process of creating knowledge articles from resolved incidents. In response to this request, we have created a solution that allows you to resolve the incident and create a knowledge base article at once. SCUtils KnowledgeTask helps to avoid the tedious copying from-form-to-form and minimizes the effort of IT staff during creating new knowledge articles.

Visit our site to get more info about this solution and evaluate a free trial version.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.