Navigating Issues with Precision

Asset

Any valuable resource or item that the IT organization uses to deliver services and manage operations

Knowledge Asset

Documented expertise, information, and solutions that aid in the management and delivery of IT services

Solutions database

A knowledge asset that is a repository of resolved issues and the steps to resolve them

Documentation

Knowledge asset; manuals, guidelines, and procedures

Technical specs

Knowledge asset; technical aspects of hardware, software, networks that can be used as reference materials

Training material

Knowledge asset; resources to help train new IT staff

1. Change management records

2. Incident report

3. Business processes

4. Feedback and review documents

5. Other knowledge article

5 other areas of knowledge assets

1. Solutions database

2. Documentation

3. Technical Specs

4. Training Material

4 examples of knowledge assets

1. quickly resolves IT issues

2. making informed decisions

3. promotes continuous improvement

3 ways how Knowledge Management helps in ITSM

ensure relevant knowledge and information are available when needed

Goal of knowledge management

solutions, resolution, redundant efforts

By leveraging KM, support teams can access past …. quickly, reducing …. times and avoiding…

proactive

Historical data enables …. problem management.