Making the ITIL3 Service Knowledge Management System a Reality

Attivio White Paper

Effective service management cannot be provided without effective knowledge management. Without robust knowledge management, service professionals often must manually gather and correlate needed service information from multiple sources on their own. Such efforts are often unsuccessful, wasting significant time and leading to poor service performance, high turnover and training costs, impaired competitiveness, lost customers and revenue, etc.

Recognizing the widespread impact that effective knowledge management can deliver, the IT Infrastructure Library (ITIL®) added knowledge management as a Best Practice to its latest service guidelines, including the creation of a Service Knowledge Management System (SKMS).

A new Attivio white paper addresses misunderstandings as to what constitutes an SKMS, whether creating one is an attainable goal, and how to get there. The paper presents UIA as the ideal SKMS platform.

You will discover how UIA provides the essential flexibility and power to integrate, join and present all service information relevant to a service issue, including databases, application manuals, documentation, log files, wikis, web content and more. The paper concludes with a UIA-powered SKMS case study, in which a major financial service company cut its mean time to resolution (MTTR) by 40%.