#TFT12: Aprill Allen
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Transcript of #TFT12: Aprill Allen
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