Hi [[ session.user.profile.firstName ]]

Pittsburgh LIG: Knowledge Management Best Practices within Service Management

Knowledge Management Best Practices within Service Management: A KCSSM Overview, presented by Rick Joslin


Knowledge management is an absolute requirement to improve efficiencies and enable a service desk to expand its services or deliver self-service. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing and reusing the assets of an organization. Through this session, you will be introduced to knowledge management best practices that compliment ITIL and how they integrate with the incident management process.

About the Speaker:
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare, and Manager of Commercial Systems Support for Westinghouse Electric. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. He is an author, speaker, and recognized expert in the Knowledge Management field. Rick has served on the Consortium for Service Innovation’ KCS Program Committee, on the HDI Strategic Advisory Board, HDI Member Advisory Board, and HDI International Certification Standards Committee before joining HDI in 2006, as a judge for the 10 Best Support Websites sponsored by the Association of Support Professionals, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and the Advisory Council of Indiana University of Pennsylvania's Business College.
Recorded Feb 28 2012 60 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Rick Joslin, Executive Director of Certification & Training for HDI
Presentation preview: Pittsburgh LIG: Knowledge Management Best Practices within Service Management

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Managing Technical Staff Remotely/OperatingSecurely in the Cloud Recorded: Jun 25 2020 98 mins
    Russ Thyret and Roc Paez
    This session features two presentations. Russ Thyret will present strategies to manage technical staff with a special focus on managing remote workers. Followed by the presentation, Cyber Security – What You Need to Know to Operate Securely in the Cloud by Roc Paez.
  • ITSM Maturity Level (Crawl, Walk, Run!) Recorded: Jun 17 2020 59 mins
    Yvonne Houle, President Minnesota LIG, Justin Hawkins, Time2Market, Allan Acosta, 3M
    Panel Discussion:

    Yvonne Houle, President Minnesota LIG
    Justin Hawkins, Time2Market
    Allan Acosta, 3M
  • Taking Continual Service Improvement to Another Level with COBIT Implementation Recorded: Jun 4 2020 61 mins
    John Jasinksi
    This webinar will focus on industry resources available to help you improve management of your IT Service Management (ITSM) program. The opportunity points towards improving both management and governance. This session will give you an unique perspective on blending ITIL and COBIT improvement guidance with program structure, improvement, change enablement constructs from John Kotter and Plan-Do-Check-Act from Ed Deming. Using a repeatable approach will be emphasized. The COBIT 2019 Implementation book, which provides a playbook / template, will be covered in detail.
  • Get Them to Love Change Management with Organizational Change Management Recorded: May 13 2020 58 mins
    Hosted by the Atlanta LIG
    Today’s organizations move via a project-to-project perspective requiring the need to embed Change Management within an their organizational capabilities and competencies. Our panelists of Change Manager panelists will discuss how they leverage Organizational Change Management to assist their organization’s ability to embrace Change Management within the enterprise.
  • ITSM +: Using AI to Modernization your Service Desk Recorded: May 6 2020 73 mins
    Antonio Nucci, Ph.D
    With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.

    In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great detail a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.

    Questions? Visit https://aisera.com
  • Running IT Like a Business Recorded: Apr 29 2020 46 mins
    Tom Urban, Vice President of Sales and Operations for Align Financials
    Regardless of industry, what we do with technology defines what we can accomplish as a business. ‘Running IT like a business’ redefines how IT organizations operate: as a high-performance business within the business. Having a deeper understanding of IT financials drives smarter decision-making which results in more time to get more done. Join us for this informative webcast to learn how Align is changing the strategic value of IT.
  • IT Asset Management & Coronavirus ...The New Normal, Or Is It? Recorded: Apr 3 2020 61 mins
    Bill Talbot, Dave Leibow, Bill Thurman, and Scott Young
    Join us for 60 minutes to hear about ITAM within today's unforeseen pandemic world. Our topics will speak to how ITAM is more important than ever in today's technological society and the impact of current events that we are all grappling with including how ITAM can help manage risk and create a positive impact on recovery in the coming weeks and months.
  • COBIT 2019 and Deeper Dive – Governance and Management of Enterprise IT (Digital Recorded: Mar 26 2020 64 mins
    John Jasinski
    Session will cover an intro and update to resources for COBIT 2019 and alignment and harmony with ITIL and all other models. Five books and toolkits will be covered. Discussion will focus on using the resources with common sense - to realize huge value. COBIT helps provide context, structure and content for consistency. A framework of frameworks. No need to make it up anymore, COBIT content can help you. This will not be a dull presentation – we’ll dig into your real challenges and opportunities and how COBIT or other resources might help.
  • How to Make Continual Improvement a part of Your Business Strategy? Recorded: Mar 19 2020 58 mins
    Manjeet Singh, Group Product Manager for ITSM products at ServiceNow
    Please join the itSMF Continual Improvement CoI for a BrightTalk Session, “How to Make Continual Improvement as part of business strategy and drive results”, scheduled for 1PM EST on Thursday, March 19, 2020.

    In IT Service and Operation Management, delivery of key services with high availability, low cost, and high customer satisfaction are becoming key success metrics for CIOs and IT leader’s strategy. The Continuous Improvement process plays an increasingly important role in the company because it allows the organization to proactively drive continuous optimization across people/process/service/technology to increase business efficiency, innovation, and competitive advantage.

    No matter where an organization is in their digital maturity cycle, the improvements sought can be incremental over time or achieved with a breakthrough moment that tries to increase effectiveness and efficiencies to fulfill a company’s objectives. Here are some key dimensions that must be accessed to achieve faster time to value:

    •What are the benefits of using a continuous improvement business strategy?
    •How to assess if your corporate culture promotes Continual Improvement Management (CIM)?
    •How to know when to apply a continuous improvement business strategy?
    •How to make improvement at agile speed and show impact?

    This presentation will provide a playbook and best practices that helps organizations to bring strategic alignment and outcome-based approach to drive continual improvements. You will also learn how to make greater use of the creative potential in the minds of your employees and customers using an easy to use framework where everyone feels included in driving the desired impact in their respective work area.
  • Global Women of IT Leadership Program Recorded: Feb 27 2020 107 mins
    Dawn Khan
    Silicon Valley ITSMF is hosting a global Women if IT Webinar Series This kickoff is an online global webinar. A series of profiles, tips and topics around elevating the Women in IT Service Management. Kickoff is at the end of February, and will continue with a series of women in IT leadership programming and activities. Focus awareness and illustrating why women in leadership is simple, user experience is incomplete without a complete representation of men and women’s use of technology. The diversity of experience , use and mindset fuels innovation. Women are leading, they are just not making it to the sufficient board room levels. We can do so much leveraging the successes that exist and producing more. Kick off with profiles in excellence, tips and career resources For advancing Women in IT Leadership
  • Raise Your Digital Maturity Recorded: Feb 25 2020 36 mins
    Vivek Mehta
    Senior IT leaders like you are increasingly challenged to develop digital strategies for your organization. This can be one of the most significant challenges you face, as there are no comprehensive frameworks to compare against your peers or to assess your ability to drive positive change.

    An organization’s digital maturity must be assessed across all key dimensions:

    •Strategy: Is the organization aligned around a vision?
    •Culture: Is the organization fostering the mindsets and behaviors critical to capturing digital opportunities?
    •Customer Journeys: Is the organization able to provide the desired customer experience over end-to-end journeys?
    •Capabilities: Does the organization have the systems, tools, digital skills, and technology to achieve its digital goals?

    This presentation will provide a blueprint that helps organizations take stock of their digital maturity and compare it with their peers in the industry. By leveraging the capabilities-based framework described in the blueprint, organizations can identify initiatives to achieve the desired digital maturity.
  • Breathe Life into your Legacy Service Desk Recorded: Feb 11 2020 59 mins
    Peter Beasley, President Netwatch Solutions
    Many enterprises still enjoy success with legacy service desk solutions such as Footprints, Track-IT, and Remedy. Many DevOps and software driven enterprises use Jira effectively to manage their service desks. But these solutions, often perpetually licensed, may be customized to meet many internal business needs – but do not have the latest configuration management capabilities like predictive analytics, dependency mapping, gamification, auto-discovery and robust change management workflows. Many lack a CMDB (configuration management database).
    So … wouldn’t it be great to have a CMDB without the hassle of changing your entire service desk functions?
    Plus, most CMDB’s today require migrating from a fully amortized, perpetually licensed solution to a recurring, SAAS solution.
    This session:
    •Lists reasons to keep your legacy service desk
    •Identifies key intersection points on how a traditional service desk can be complemented with a modern CMDB
    •Points-out what deficiencies may hurt the most
    •Emphasizes the plusses often out-weigh the negatives.
    Keeping your legacy service desk may make sense for many enterprises when you find options to extend their capabilities. Learn how.
  • Value Stream Mapping Recorded: Jan 23 2020 64 mins
    Patrick Von Schlag, President, Deep Creek Center
    Value Stream Mapping is a powerful technique introduced as part of LEAN practices which helps organizations to identify work bottlenecks, prioritize improvements, and dramatically improve workflows. The ITIL 4 Service Value Chain introduces this concept into the ITIL guidance, and challenges us to map our workflows across the Value Chain activities to demonstrate how we facilitate the co-creation of value with our service customers. In this session we will cover the ideas of Value Stream Mapping and how to conduct a Value Stream Mapping Session, then assess how the Service Value Chain provides a model for assess how IT practices facilitate desired outcomes, from incident response to service request fulfillment to new service design.
  • When ITSM Met Security (A Modern 'When Harry Met Sally') Recorded: Jan 16 2020 49 mins
    Finn Jensen, CEO of FastPassCorp,
    IT Security and Resiliency will be at the core of service desks leading into 2020.

    That puts advanced security solutions and risk management at the top of the list, as ITSM leaders prioritize their resources and build multi-faceted strategies to protect company data and reputations from potential threats as criminals increasingly try to exploit the service desk especially through the password reset process.
    This webinar will discuss what the present threat landscape looks like, what tactics are being utilized, and how to best position yourself to protect against these very real threats.
    Key takeaways-
    • Why social engineering has become the top security risk for the service desk
    • Create a secure and formal process for authentication of users who call in for a password reset
    • Where service desks should be prioritizing resources to prevent data breaches now!
  • ITIL 4: Everything You Ever Wanted to Know (But Were Afraid to Ask) Recorded: Nov 26 2019 59 mins
    Erika Flora
    Erika Flora, CEO of BEYOND20 and Lead Editor of the upcoming “ITIL 4 Leader” publication will discuss what's coming down the pike with the new ITIL 4 release. We will also discuss: differences between ITIL v3 and ITIL 4, what to do with your ITIL v3 credits, new concepts tackled in ITIL 4; and we will leave lots of time for Q&A.
  • Cybersecurity, It’s Not Just for IT Anymore Recorded: Oct 30 2019 62 mins
    Dave Hatter, Cyber Security Consultant, Intrust IT
    Cyberattacks are increasing in frequency, sophistication and impact. Recent cybercrime statistics are eye-opening:

    The University of Maryland reported that an attack happens every 39 seconds on average, affecting one in three Americans every year
    Ransomware costs have risen 184% from $12,762 to $36,295 in Q2 2019 according to a Coveware study
    The FBI reported Business Email Compromise (BEC) is a $26 billion dollar enterprise
    89% of breaches had a financial or espionage motive according to the Verizon 2016 Data Breach Investigations Report.
    SCORE reported that 43% of attacks are on SMBs,
    Unfortunately, EVERY organization and individual is a target, and as technology becomes increasingly important in our personal and professional lives, the attack surface grows. IBM CEO Ginni Rometty recently said cybercrime is “the greatest threat to every profession, every industry, every company in the world', and former FBI Director James Comey said

    “There are two kinds of companies in the United States. There are those who’ve been hacked ... and those who don’t know they’ve been hacked.” In this webinar, you'll get concrete tips and actionable information that will help you improve your personal and professional cybersecurity posture so that you, your organization and your family don't become another statistic.
  • CMDB - Best Practices To Make It Really Work Recorded: Oct 24 2019 60 mins
    Peter Beasely
    CMDB - Best Practices To Make It Really Work
  • Human Digital Journey: From Where We Are to ‘Self-Running’ everything! Recorded: Aug 28 2019 46 mins
    Farooq Khalid, Vice President, Customer Interactions at SKAEL,Inc.
    Human Digital Journey From Where We are to ’Self-Running’ Everything

    Digitization is often confused with digitalization- the task of taking something analog and converting it into a digital form. This webinar is focused to go through What Digitization, Digitalization, and Digital transformation means, what are the current trends happening in the industry? what are the trends around this topic?

    Agenda:
    Is there any confusion? (digitization vs digitalization vs digital transformation)
    Automation everywhere
    The obvious next step: Artificial Intelligence/Cognitive Services
    Wrap Up
    Q & A (All questions will be taken at the end, but please post questions as they arise)
  • ITIL 4 vs ITIL v3 – From CSI to CI ​ Recorded: Jun 20 2019 53 mins
    Allen Ureta
    ITIL v3 introduced Continual Service Improvement (CSI) as a service lifecycle stage that identifies and implements improvements across service strategy, service design, service transition and service operation. This approach has been successfully used to transform organizations and provide a framework to plan, engage and improve the people, products, partners and products necessary to achieve organizational objectives. ITIL 4 maintains the importance of Continual Improvement to the overall Service Management System (SVS) with some updates to modern thinking. Applying a multi-dimensional view, along with an integrated system for value co-creation, enablement and delivery, ITIL 4 re-introduces Continual Improvement as both a model for improvement and a general management practice. This session will discuss hot ITIL 4 guiding principles continue to be used as part of the Service Value Chain to deliver value to customers and consumers.
Connect, Learn, Grow
itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Pittsburgh LIG: Knowledge Management Best Practices within Service Management
  • Live at: Feb 28 2012 5:00 pm
  • Presented by: Rick Joslin, Executive Director of Certification & Training for HDI
  • From:
Your email has been sent.
or close