#tft12: aprill allen
DESCRIPTION
Presentation for #TFT12: How to Put the KM Into ITSM. Why is knowledge management important (KM)? Why is it a part of everything we do in ITSM, but it's the last thing we want to turn our time and efforts to? Aprill Allen of knowledgebird.com tells you how KM can improve your operations and gives practical help on how to write a good knowledge base article and keep the troops motivated. See Aprill's TFT speaker Pinterest board: http://pinterest.com/servicedesk/aprill-allen/TRANSCRIPT
How to Put the KM Into ITSM
Aprill allen
Knowledgebird.com @aprillallen
Aprill Allen
Twitter: @aprillallen
How to Put the
KM Into ITSM
Knowledgebird.com @aprillallen
By Ecoagriculture Partners on Flickr
Why? o Ageing population
o Lower on-call costs
o Less time required for
training
o Opportunity for innovation
& improvement
o Resolution times are quicker
o Lower stress = lower
turnover
o Mobile & remote workforce
o It’s empowering
o Reduce effort wasted on
re-work.
Knowledgebird.com @aprillallen
Why? Because any funny story you have from
your IT career could have been resolved
by an adequate knowledge base.
Knowledgebird.com @aprillallen
Knowledge
Management &
ITSM
Knowledgebird.com @aprillallen
Image from http://www.procolour.com.au
Who is your audience?
Assign oversight to a role
Decide on relevant
category labels
Image from http://chrisnierhaus.com
Fundamental
processes and
company information.
Commonly occurring
issues/processes.
FAQs.
Other processes.
Trivial-but-useful.
Knowledgebird.com @aprillallen
Writing for your
knowledge base
Knowledgebird.com @aprillallen
Golden Rules
1. Be clear & concise
2. Beware the curse of
knowledge.
Knowledgebird.com @aprillallen
Tailor your
language
Follow up
Knowledgebird.com @aprillallen
Categories and
tags
Knowledgebird.com @aprillallen
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
From the KCS Practices Guide 5.2 www.serviceinnovation.org
Knowledgebird.com @aprillallen
Knowledgebird.com @aprillallen
empowerment
Knowledge
management =
Knowledgebird.com @aprillallen
Image from http://fatlossquickie.com
Stem cells from http://www.topnews.in
Knowledgebird.com
Small steps
Simple language
Bribery
Knowledgebird.com @aprillallen
Knowledgebird.com
Questions?
Knowledgebird.com @aprillallen
WITH THANKS TO OUR SPONSOR
bmc FOOTPRINTS
#TFT returns may 2013