Join Mark Thomas for an in-depth discussion in this video Service Knowledge Management System, part of Cert Prep: ITIL Foundations.
- The whole idea of this thing called the SKMS, or Service Knowledge Management System has come up a lot throughout this entire process and other phases. As kind of a reminder, we talked about this in the service transition discussion a little bit earlier. SKMS covers a lot more than just that CMS or CMDB. Remember the Configuration Management System with one or more or tools or databases, CMDBs. It could include the experience of staff, your people matters, the information and knowledge matters that you have in the organization.
You can have information about peripheral matters, the weather, suppliers' and partners' requirements. Since I'm on kind of that subject, think about some of the things that we might have in here. While we're in the SKMS, we talked about the CMS, we talked about that including one or more federated CMDBs. We had something called an Availability Management Information System. We had this Information Security Management System. Some other things we have are Supplier and Contracts Management Information System. You might recall that from supplier management that we have, which is really talking about suppliers' pieces in there.
We had a Capacity Management Information System from the process called capacity management. Some other things that we had that was a part of this, we talked about the DML, Definitive Media Library really having a piece in this whole SKMS. You can see that this is a place where we have a repository that helps us out with a lot of pieces. I forgot to add in there, we have portfolio. I missed the portfolio in there, we have the portfolio items.
Remember the portfolio has the pipeline services, the service catalog, and has retired services in there, too. Think about some of these things that are a part of this thing. The DML, CMS, we may be storing information about Service Level Agreements, Operational Level Agreements. Underpinning contracts is a part of supplier stuff. Process policies, process management information plans. The Known Error Database, which we will talk a little bit about in Problem Management. Basically, this SKMS is the central point of all of our knowledge.
Let's take a look at a slide that we've seen earlier in this. Initially when we looked at this back in service transition discussion, this might not have made a whole lot of sense, but it might now. If you take a look, I want to show you something. Remember the DIKW Model, the Data Information Knowledge and Wisdom. We have the data layer, this is where we're storing that information in databases. We have the Information layer, where we're integrating that. We have the Knowledge layer, this is the processing layer.
We have the Wisdom layer, possibly to help us understand different components of each one of those things. These would be the architechtural layers of that, and the official tools or the things that I need this for, I'm looking into basically making decisions based on those things. That's the SKMS, Service Knowledge Management System. The core piece of the process we call Knowledge Management and we want to make sure we don't have to rediscover information over and over, we've got a tool or set of tools and databases to get the information to us when we need it.
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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