8/8/2023 0 Comments Itil knowledge managementIt out as being useful and comment on it.It’s no secret anymore that knowledge is seen as one of the most valuable assets – for individuals, as well as for organizations. Knowledge – every time your knowledge item is Knowledge, we value them for producing new Robert: Rather than valuing people for remembering Trebor: I’m not convinced – how will people know how valuable I am to the team? Previously I’ve had bonuses as I’m the only one that can answer some of these questions! ![]() The person accountable for the item will be alerted You can flag it for correction by commenting on it – Robert: If you really feel incapable to fix the item, Trebor: But what if I’m asked something and the knowledge item is of poor quality and I’m really not qualified to correct it? And as they searched first, they won’t have Way the users ask the question and understand theĪnswer. Item closer to the user language – incorporating the Robert: Yes, but in doing so, they should be moving the Trebor: So someone else could “fix” my knowledge item? To search the knowledge base even if they know theĪnswer, as they may be able to improve the item. The knowledge item is found in future in similarĬircumstances. Question and the answer provided can ensure that On their research – the original phrasing of the user’s Robert: All staff can record the knowledge item based Trebor: But what happens if someone else is asked the question, rather than me? However, once the answer is found, it shouldīe documented. ![]() Users waiting whilst answers are being found and You should speak to James, as he’s got an opinion on To you”, is often an acceptable response. Robert: Don’t forget that “I don’t know, but I’ll get back Are users really going to be asked to wait around whilst answers are found and documented? Trebor: OK, but that’s really going to slow down answering enquiries initially. Match the enquiries being asked (in terms of content, Robert: Yes, we’re going to populate it as enquiriesĬome in, so we can be certain that the knowledge items Trebor: But why don’t I document everything I know now, so that there aren’t gaps in the knowledge base? Hang on, the knowledge base has loads of gaps! When they search for something and it isn’t there. So, yes, we do want people to write the items Robert: …and if if doesn’t exist, to write the knowledge Trebor: Ah, that makes more sense, but why haven’t I been asked to create the knowledge item in the first place? I’m the best one to have written it, and I usually get asked every couple of years to write down everything I know. Robert: …because if the knowledge item can be Trebor: Don’t be stupid, if I know the answer, I don’t need to look it up! As a subject matter expert I can answer pretty much anything off the top of my head without reference books – that’s why I got the job! Robert: Actually, we want you to look up the answer Trebor: Sounds good – I’d no idea how I was going to learn and retain all the knowledge I would have needed! It’s good to know that I can look up the answer if I don’t know it. Up the knowledge you need when the enquiry arrives. Instead, you should use the knowledge base, and look Robert: As it happens, I don’t think you’ll need to learnĪll the knowledge – in fact I think it will be impossible! Where do I start to learn all the knowledge I need to answer any of the enquiries? I’m a bit daunted by all the new knowledge areas that I need to cover as part of this new team. Trebor: Hi, I’m Trebor, and I’ve just joined a new service desk as a subject matter expert. foolhardy!) move, I’m going to attempt a Socratic dialogue, despite being very far from a classicist! ![]() If you thought that our current practice could do with improving, but didn’t know where to start, I’m going to propose an alternative operational approach, drawn from Knowledge-Centered Service, some steps of which have been used for the University’s COVID-19 documentation. ![]() A few weeks’ ago, I asked the question, “ Is our knowledge management best practice?“, although I left the answer as an exercise for the reader…
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