CIMISgv004713gv004727.docx
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CIMISgv004713gv004727.docx
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CIMISgv004713gv004727
FacultyofComputing,Engineering&Technology
Assignment
for
CriticalIssuesinManagingInformation
SysteminOrganisations
ModuleCodeNumber:
CE00303-3
Semester:
One
AssessmentTutor:
TonyBowers,TonyAtkins
WrittenBy:
gv004713,gv004727
Abstract
Thisreportisaboutacasestudyforcreatingaknowledgemanagementtool.KnowledgeManagement(KM)andKnowledgeCentredSupport(KCS)willbediscussedandanalyzed.TherealsowilltalkalittleaboutITServiceManagement(ITSM).Anexampleprojectofknowledgemanagementwillbeevaluatedforresearch.AtlastKCSwillbeanalyzedinthesystemfortheorganisation.
Introduction
Knowledgemanagementwasemergedfromtheageofgradualrisingofknowledgeeconomy,therapiddevelopmentofinformationtechnology,andthegrowingofcommercialcompetition.
Today,informationtechnologyisappliedineverywhere.However,Knowledgemanagementandinformationtechnologyareinseparable.Thecombinationofthetwoisthesourceofthecorecompetenceofthecorporation.Socreateaknowledgemanagementtoolisverynecessaryforacorporation.
Thisreportisbeabletodiscusswhatknowledgemanagementtoolrequiredandwhatitsbenefitstotheorganisation.
Inthefollowing,itwilltalkaboutthoseissues:
KnowledgeManagement
KnowledgeCentredSupport
ITServiceManagementandServiceDesk
ResearchandInvestigationforWikipedia
KnowledgeManagementtool
KnowledgeManagement(KM)
“KnowledgeManagementcomprisesarangeofpracticesusedinanorganisationtoidentify,create,represent,distributeandenableadoptionofinsightsandexperiences.Suchinsightsandexperiencescompriseknowledge,eitherembodiedinindividualsorembeddedinorganisationalprocessesorpractice.”(http:
//www.wikipedia.org,KnowledgeManagement,23November2008)
KMsuppliesanewpathforcorporationtorealizethesharingofexplicitknowledgeandtacitknowledge.Itusesthewisdomoftheorganisationtoraisetheabilityofresourceandoriginality.
KnowledgeCentredSupport(KCS)
KCSisamethodology,asetofpracticesandprocessesthatfocusesonknowledgeasakeyassetofthesupportorganization.ItwasdevelopedbytheConsortiumforServiceInnovationin1992;anon-profitallianceofsupportorganizations.(http:
//www.wikipedia.org,KnowledgeCenteredSupport,14September2008)TheessenceofKnowledge-CentredSupportiscreatinganorganizationalmemory.ThegoalofKCSissolveaproblemonceandusethesolutionrepeatedly.
ThePrinciplesofKCS:
Content:
ContentismostimportantroleinaKCSenvironment.Thetwokeyattributesofcontentarefindabilityandusability.IntheKCSenvironmenttheyarecalledtheknowledgeobjectorknowledgearticleasolution.Usuallypeopleshouldonlyfindrelevantsolutionswhentheyinteractwiththeknowledgebase.Solutionsarewritteninawaywhichtobeactionableandunderstandableforaspecificaudience.Itmustbeinthecontextoftheintendedaudienceandthestructuremustsuittheaimofaudience.KCSpresentasimplestructureforthesolutionthatpromotesboththeusabilityoftheinformationandthepertinenceoftheresponsesfromtheknowledgebase.
Culture:
Theorganization’sculturemustrecognizedbythevalueofinteractionandcollaborationandnurtureit.Therecognitionandrewardstructuremuststrikeadelicatebalancebetweenrewardingindividualsandrewardingteams.Thecriticalissueisindividualworkandteamworkwhichshouldbemorerewarded.Thecultureissueshaveprovedtobethebiggestinhibitortoadoptingaknowledgepractice.
Quality:
It’sdifferentbetweenusedinaKCSenvironmentacall-centerenvironment.Thecall-centerenvironmentfocusesonthetransactions.TheKCSenvironmentfocusesontheoutcomesoftheprocessandthevalueofthecontributiontotheknowledgebase.
Process:
IntheworkflowofKCS,theprocessofcapturingandstructuringasolutionisunitedwiththeprocessofunderstanding,researching,andsolvingaproblem.Fromlearningtocaptureintheworkflow,therearetwoimportantbenefits,capturingthecontextofthecallerandthecreationof“free”content.TheKCSstructuredproblem-solvingprocesscostzeroincreasingminutesandproduceimmediatelysolutionswhichcanuserepeatedly.
Technology:
implementKCScannotwithouttechnology.Thetoolsmustsupportaworkflowthatisbornforthesupportstaffandtheirproblemsolvingprocess.Thedifferenttypesofusersrequiredifferenttypesofuserinterfacestothecontent.Onemodelorstylecannotsuitallusers.
ThebenefitsofKCS:
Increasedefficiencyinsolvingproblems
Improvedtimetoresolution
Increaseinfirstcallresolution
Improvedtimetoproficiency
Improvedemployeeretention
Improvementinemployeesatisfaction
Efficientandtimelycreationofcontenttoenablewebself-help
Betterproductsthroughrootcauseanalysisofcustomerexperience
CaseDeflection(solvedviawebself-help)
CallReductionduetoRootCauseRemoval
IncreaseinLowerTierResolution
Lessredundantwork
Moreconfidence
Sumupabove,themainbenefitsofKCSistoreducescostthrougheliminatingdedicatedcontentteams.
Makessupportmoreefficientthroughreducingescalations,shorteningramp-uptime,anddrivingwebbasedself-serviceeffectivenesswithrelevantcontent.
Drivesemployeeloyaltythroughrecognizingandrewardingemployeesfortheknowledgetheyshare.
Increasecustomersatisfactionandloyaltythroughprovidingfaster,moreaccurateresolutionsanddrivingproductimprovements.
ITServiceManagement(ITSM)
“ITSMisadisciplineformanaginginformationtechnology(IT)systems,philosophicallycentredonthecustomer'sperspectiveofIT'scontributiontothebusiness.”(http:
//www.wikipedia.org,ITServiceManagement,19November2008)
MainbenefitsofITServiceManagement
It’seasyto:
IncreasedcomplexityofmanagingITenvironmentsandprovidingservicetothebusiness
Increasedfocusoncost,aswellasnewthingstheyneedtoconsiderlikecompliance
ReducingthecostofmanagingIT
ManageITusingbusiness-relevantmetricsthatclearlycommunicateIT’svaluetobusinesscounterparts
Understandtheimpactofperformanceproblemsonbusinessprocesses,SLAs,applications,locationsandaffectedenduserssoyoucaneffectivelyprioritizetroubleshootingefforts
Proactivelymonitorallusersallthetimesoyoucandetectandfixperformanceproblemsbeforeendusersevenknowaboutthem
Isolateperformanceproblemstotheclient,network,serverorapplicationtier
Makeinformeddecisionsregardinginfrastructureutilizationandinvestments
Validatenewapplicationswillmeetperformanceexpectationsoncethey’rerolledintoproduction.
ServiceDesk
“AServiceDeskisaprimaryITcapabilitycalledforinITServiceManagement(ITSM)asdefinedbytheInformationTechnologyInfrastructureLibrary(ITIL).ItisintendedtoprovideaSinglePointofContact("SPOC")tomeetthecommunicationsneedsofbothUsersandITandtosatisfybothCustomerandITProviderobjectives.("User"referstotheactualuseroftheservice,while"Customer"referstotheentitythatispayingforservice)”(http:
//www.wikipedia.org,ServiceDesk(ITSM),24November2008)
MainbenefitsofServiceDesk:
Providingasingleandinformedpointofcontactforcustomers
Effectivedatamanagement
Easilymanageandshareknowledgethroughouttheorganization
Reducecostsandpreventviolationsfromoccurring
ResearchandInvestigation
WikipediaisagoodexampleforKnowledgeManagementTool.WecanfindwhenwesearchsomethinginGoogle,therewillbemanyresultsfromwikipedia.wikipediaisafreeencyclopediabaseonwiki,itisafreeandopencontentencyclopediacooperationplan.
TheWikipediawasnotknownwellbefore,butnowmoreandmorepeopleareusingit.Whywikipediacouldsuccess?
Peopleusedtothinkwikipediawasfullofwrongtruthandpersonaloption.Becauseitisopencontentandeveryonecaneditit.Until14December2005,Naturemagazinerandomlypick42piecesknowledgeaboutsciencetechnologytofindtheaccuracyofthem.asresult,themistakeofeachwasjustonemorethantheEncyclopediaBritannica.Thenwikipediawasadmitgradually.TheNaturemagazinealsohadinvestigate1,000scientistswhohadpublishedarticles,thereare17%ofthemsearchonwikipediaatleastonceeveryweek.Itshowsthatwikipedianowbecomeauthoritative.
AdvantagesofWikipedia
Opencontent,everyvisitorcaneditthecontentinwikipedia.Butalsoithassomerulesandadministrator.Somevoluntarypersonwillchargesomecontent;theymayasktheeditortogivesomereferencetoprovewhattheyedited.
Editprocess,theprocessofeditacontextisdisputatiousanddemocratic.Theexplanationwasintegratedlotsofperson’smodification.Allthisishowtheaccuracyandauthoritativehappened.
Languagesupport,wikipediasupportsmorethan20mainlanguagesandlostofotherlanguageevensomedialect.Thatmakesmoregroupsofthevisitorscometowikipediatosharetheirknowledge.
DisadvantagesofWikipedia
Thebenefitsmayalsohavesomeadverseeffects.Liketheopencontentofwikipedia,althoughitisgoodforpeoplesharetheirknowledge,therealsosomepersonwouldliketodosomepranks.Becauseofthewiki,theproblemcannotcompletecontrolbytheadministrator,it’salsoneedtheconsciousnessoftheeditor.
Severallanguagesupportsisverygood,buttheproblemisthatnoteverylanguagegetallthecontentfromanotherlanguage.Forexample,ithaslotsofwordsinEnglishofoneexplanation,butitmaybeonesentenceinChinese.
Summary
Thequintessenceofknowledgemanagementisknowledgesharing.Wikipediaisthefullembodyofthat.Baseon
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