Tech Talk: Knowledge Management of the Future for ITSM

Amy Chenard, Randal Locke

IT Service Management

CA Technologies

DO5T32T

@locra01

#CAWorld

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Abstract

Have traditional approaches to knowledge management become unsustainable?

Is there a new or better way to accomplish the same objective?

Join this session to engage in a lively discussion with IT experts from CA Service Management about where knowledge management may be heading.

Amy ChenardCA Technologies

Sr. Principal Engineering Services Architect

Randal LockeCA Technologies

Solution Account Manager

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Agenda

KNOWLEDGE OF THE PAST

KNOWLEDGE TODAY

KNOWLEDGE OF THE FUTURE

HOW DO WE GET THERE?

1

2

3

4

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Knowledge of the Past

Knowledge of the past:– Developed on site

– Purchased and imported into the application

– Hard to manage

– Quickly outdated

– Highly customized, rarely controlled

Static

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Knowledge Today

Knowledge Today:– Exists in an external environment that is constantly changing:

Search engines like Google

Blogs

Social Media

– Contains information internal to companies

SharePoint

Directories

– Should be combined and accessible to self service users

Is alive and moving

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Knowledge of the Future

What is the Future of Knowledge?– Searching all areas of knowledge (internal and external)

– Delivered where the consumer wants it (mobility or desktops)

– Fast, up-to-date information

– Delivered in the context of the request

Is uncontrolled and everywhere

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How Do We Get There?

Products:– Adapt to allow integrations from multiple sources

– Should be accessible to self service users on their devices

– Should be flexible to meet the needs of the agile environment

Keep up with Technology Advances

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Q & A

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Follow Conversations At…

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For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15