Knowledge Management (KM)

Video Activity
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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
okay. My learners were on less than 35 Knowledge management.
00:07
All right, So are learning objectives. In this video, we will cover the the key concepts and objectives of knowledge management, the K M, the systems and structure and sustaining cam capabilities, as well as the purpose and scope of releasing deployment management, which is the R and D meant r N d m.
00:26
Alright, so knowledge management. So when we look into knowledge management, knowledge management in the hole is to accumulate information and share that information throughout the organization in support of all aspects of the service, lifestyle or life cycle. So effective sharing of information enables
00:45
the organization the right to have information available at the right time in order to make effective and efficient decisions.
00:52
So, as you can see on here, um, some of the K M objectives when we're looking into the K M. So it enables the service provider to be more efficient and improve the quality of the service and so increases the satisfaction and reduces the cost of service by reducing the need to rediscover knowledge.
01:10
And it also ensures that the staff has a clear and come
01:12
a common understanding of the value that their service provider they that they service, provided to the customers in ways in which benefits are realized from users and the use of those services. So
01:26
it maintains that s K. M s that we spoke about that provides control, access to the knowledge
01:34
information as well as data that is appropriate for each audience.
01:38
And when we look into the scope, so it's more is just to use and store storage and maintenance of knowledge assets that is relevant throughout all stages of the service life cycle. So the challenge is getting all the data owners to share, so data could be in different formats, and
01:57
it makes it makes it hard to share. So the structure in the structure of the knowledge
02:00
so getting those particular things is the challenge. However, having that platform of bubble for the organizations is very useful and very beneficial for the overall, um, climate of the organization.
02:15
So when we go into looking at the Deke D I K. W right, which is stands for the data, information, knowledge and wisdom,
02:27
So looking into these, particularly one. So according to I tell so km follows the date the D I. K W structure. So data are discreet facts that are typically collecting the high value
02:37
of the organization. So KM activities that involved a lot includes capture of accurate data or analysis or synthesized, and then transform into the data into information. So identifies relevant data and concentrate. Resource is on is captured
02:53
as well as it maintains the integrity of the data. So example of data is
02:58
the time that a request for change was open or the time that update has been, you know, to open on a service request. So information goes into is data that is contacts right, So this typically stored in some structure formats, such as a document so information can often be
03:15
thought of as a combination of several pieces of data. For example,
03:19
you have the context of a change management. It is possible to calculate the percentage of changes that fell. So this percentage is the combination of the data produced by numerous changes out of the organization or by the organization.
03:32
And then you look into the knowledge portion, which is a gained by people through there through both their own experiences and the experiences of others. So the knowledge includes the experiences, the ideas, the insides, the values and the judgments of individuals. So acknowledge is dynamic in that in that sense,
03:53
and then you have the wisdom, whereas more of people use wisdom to make informed decisions and wisdom involves
04:00
having awareness of the content sensitivity, which includes about when the when that was applied, when the knowledge was applied.
04:08
Okay, so that's the structure that the i k W structure.
04:14
So when you look into the service knowledge management system, which is the K the S K. M s, now this particular is focused on the storage of knowledge. So ultimately, all knowledge is underpinned by data, which is also stored in the S K M s. So the S K M s contains many different types of information, including
04:33
the service portfolios, the C. M s,
04:36
the date the D m L, the S L A's contracts, or the oil A's, the information security policies, the supplier and contract management information systems, including the suppliers and partners requirements as faras abilities and expectations and the's are the things that's fine.
04:56
And within that floor, the broader concept of the C. M s
05:00
So do you see at the bottom where the S K. M. S is that And then you have the C. M. S. And then you have the c m d. P where the c m d
05:09
be that we had spoke about as well.
05:13
Okay, on to the next slide.
05:15
Okay, so then we go into the release and deployment management now to ensure that releases are planned, strips schedule and control from a build and test perspective. And it's to deliver new functionality to the business where are protecting the integrity of the live environment?
05:33
So you understand and see
05:35
the purpose of having the releasing the deployment of the management. So looking into you see the objectives
05:44
as far as defining and agreed to the release and deployment management plans that within the customers and the stakeholders you create and you test release packages, ensuring that the new and the change services capable of delivering that agreed plan and schedule
05:59
and understand that what the scope is to the scope of the release of the deployment management include all configuration items needed to build, test and deployed or and released into the live environment. So this includes but not limited to the physical assets, virtual assets, applications and Softwares, user and staff training,
06:17
as well as services including in contracts and
06:20
agreements. So although these releasing deployment management is responsible for ensuring the appropriate testing occurs, the service validation and testing process is the process that conducts the testing activities. So
06:32
so releasing deployment management works closely with change Manager because of releasing deployment, requires authorization from change management in various stages.
06:44
And also, when you look at the out of scopes, it is out of scope in the sense of authorization of changes. So it does not conduct the authorizations of changes.
06:56
Okay,
06:57
and then again, so it gives you the scope again as we sit there. And we talked about these particular ones as far as the physical assets, virtual assets application and software using the staff training.
07:11
Okay. And in summary, less than 3.5. We discussed the key processes releasing deployment management, knowledge management and the key concepts as faras the D d I k w the S K M s. And they're releasing the deployment.
07:27
All right, see you soon.
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