It is difficult to manage knowledge. Many times, we have a lot of data but very little information and knowledge. We don’t always know what knowledge is valuable or not. It is also difficult to document tribal knowledge and experience. Too often, data pockets are found in multiple sources and tools. It can be difficult to control the accuracy and currency in a database. These problems can be solved by the ITIL concept of Service Knowledge Management Systems. Service Knowledge Management System, also abbreviated as SKMS, is a collection of tools and databases that can be used to manage knowledge or information. All services, components and assets. All of these components make up the SKMS for an IT Service Provider. The ITIL training guidelines included the SKMS concept. It is part of the ITIL Service Transition stage in the ITIL Lifecycle, as taught in ITIL online classes.
The SKMS includes the configuration administration system, as well as other tools or databases. The SKMS includes the configuration management system, which is a system that allows an IT service provider manage its service delivery to customers. The SKMS also includes the configuration management database and known error database. All parts of the SKMS.
The SKMS stores and manages, updates, and displays all information required by an IT service provider to manage the entire lifecycle of an IT Service. All services, including their details, documentations, etc., are managed by the SKMS. All services and their details, documentations, etc. are managed under the SKMS. Other systems and databases are also used.
The four layers of SKMS
This diagram shows the four layers of Service Knowledge Management System. The Data and Information layer is the first layer. This layer includes the configuration management database, definitive library, known error database, and other management, configuration, and audit tools and apps.
Information Integration layer is the second layer. This layer is used to analyze and evaluate the data from the first layer. The integrated configuration management database records the relationships.
The Knowledge Processing layer is the third layer. Information is processed to access knowledge.
The Presentation layer is the fourth and final layer. Data has been processed from the first layer to the third layer to gain information and knowledge. The fourth stage is where the structured and meaningful knowledge are processed and presented to allow for further conclusions.
Misconceptions about SKMS
Some believe that deploying a Service Knowledge Management System will allow for multiple service information sources to be merged during custom systems integration projects. SKMS may not be a useful tool due to the heterogeneity and variety of tools within organizations. ITIL guidance encourages SKMS to be used as a knowledge platform, not a solution for problem solving. This is an important point of differentiation. SKMS does not allow for the customization of data sources. It is a knowledge platform that can overcome IT information silos.
IT organizations work in silos, with barriers between different information storage systems. These barriers are more based on how IT supports the business than technology. Service processes are managed by different teams in separate silos. A Service Knowledge Management System can help solve this problem. It dissolves silos and provides a single, organization-wide knowledge platform.
Another misconception is to view a Service Knowledge Management System as structured data only. It is not a collection of databases like service desk data, configuration management databases, response time data, and so on. A genuinely useful SKMS contains a wider range knowledge items gathered from different sources. It does not just include structure.