Looking for SKMS structure

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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gogoalshop
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Joined: Thu Jun 27, 2019 4:23 am

Tue Jul 02, 2019 11:47 pm

Hi all,

Im looking for SKMS structure as per ITIL standards which needs to be setup on SharePoint site.

Any ideas what should be the best structure for this as per ITIL guidelines.

Thanks ahead!!!


tedderpd
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Thu Jul 04, 2019 9:55 am

Ah, yes.... the SKMS.

So the first thing to understand is that ITIL is not a "standard", it is a collection of what are considered to be best practices for the delivery and support of services based on the use of technology.

The fact that ITIL is not a standard is a good thing.... and occasionally, can be perceived as a bad thing.

It's a bad thing if you're looking for a step-by-step cookbook or structure for doing something - like the SKMS - you won't find it here. Hence, there is no "standard" structure or approach for a SKMS.

It's a good thing if you're looking for the kinds of things that should be considered when establishing something - like a SKMS - then ITIL is a good reference for that.

If you look more closely at how ITIL v3 describes the SKMS, you'll note that data and information may come from anywhere (not just IT) within an organization. This implies that there are likely many systems and repositories of data and information that may need to be considered as you develop your knowledge management strategy.

And that is the key- What is your knowledge management strategy? What are you wanting to achieve from the use of knowledge? What audiences are interested in what information and knowledge that will be derived from what data sources? Where are those data sources and how will you access that data and ensure the integrity and accuracy of that data? How will that information and knowledge be acted upon - what decisions will be enabled? Are there any other requirements for knowledge within the organization? Do you have the appropriate technologies for servicing those that require that knowledge?

So my first piece of advice is to start with defining your knowledge management strategy. This will then help you structure a SKMS that provides value to your organization.

Second piece of advice - never, never, never start from the tool perspective. One, you may not have the right tool (or tools) that support your strategy (and if you don't first define your strategy, how will you know?). And secondly, it immediately introduces a constraint - you're limiting yourself to whatever the *tool* can do, not considering what *your organization needs* to do.
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