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Service Knowledge Management
Service Knowledge Management (SKM) is the processes, tools and databases used to manage knowledge and information. SKM wraps its arms around all the trusted data sources like configuration management databases (CMDB), configuration management systems, asset management systems, Wikis and anything else required to turn data into information into knowledge and, ultimately, into wisdom. If we layer the processing functions and user interfaces on top of these data sources, we get a Service Knowledge Management System (SKMS).
Components of an SKMS exist in every IT organization. Commonly there also exists a lack of integration and lack of understanding of how these disparate components work together to create a reliable system. Successful SKM systems grow from the vision and understanding and discipline to define a common data model and integrate disparate data sources and tools that then can support the business services, not just themselves for IT’s sake.
SKM Includes:
- SKM Systems Consulting & Support
- CMDB/CMS Design & Implementation
- Asset Management Solutions
- Wiki and Workflow Optimization
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