Join Mark Thomas for an in-depth discussion in this video Knowledge management, part of Cert Prep: ITIL Foundations.
-Okay, so now it's management helps us…tie a lot these pieces together within service transition…because without good documentation without good knowledge…without good information once this transition is complete…and we've handed this service over to service operation…they're not gonna have the information…they need to support it.…So, the perfect place to generate this knowledge…is in service transition therefore knowledge management…nicely sits here in the transition phase.…First data center I was a part of,…one of the first questions I asked was…"Where do we store all the organizational knowledge?"…And I was told we store it at the P drive, okay?…Just so you know the P drive, the photosystem,…is not a knowledge management system for you.…
We found documents, old documents, it was a mess.…We needed to have a system that allowed us…to search, allowed us to store, allowed us to classify,…allowed us to organize and quickly recall…the information we needed to support our customers…and that is what knowledge management is here for us to do.…
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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