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Pink Elephant – Leading The Way In IT Management Best Practices

Knowledge Management

Pink Elephant Webcast Series

Jack ProbstExecutive Consultant

Pink Elephant

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Agenda

1. Working Definitions

2. Roles

3. Types Of KM

4. How To Capture

Knowledge

5. Examples

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Working Definitions

Data – Set of discrete, objective facts about eventsExample – Checkbook entries

Information – A message intended to change the way the receiver of the information perceives something and has an impact on his behavior and judgment. Information is data that has relevance and importance to those accessing and using it. Data becomes information when its creator adds meaning

Example – Household budget

Knowledge – A mix of framed experience, values, contextual information, and expert insight that provides a framework for evaluating and incorporating new experiences and information. Knowledge originates and is applied in the minds of the knower

Example – Tax preparer

Source: Working Knowledge, Davenport and Prusak

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Why Is Knowledge Management Important?

Knowledge should be evaluated by the decision or actions to which it leads

Based on Experience – Provides historical perspective to recognize familiar patterns of old solutions and apply them to new situations and events

Based on Truth – Knowing what works and what doesn’t work – the difference between the theoretical and the practical

Deals with Complexity – The more you know the better your decision will be

Provides the source of Judgment – Know when and how to apply and refine old patterns to new situations

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Roles In The Knowledge Management Market

BuyersThose with a problem

SellersMavensConnectorsSME

BrokersConnectors

Is there a Knowledge Management transaction?

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

What Motivates Knowledge Management In An Organization?

Give and Take

Gain a Reputation

“Just a nice guy?”

All else fails without trust

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Types Of Knowledge

TacitDifficult to codifyDifficult to appropriateOrganizational strategy – protect the resource

ExplicitEasier to codifyEasy to appropriateOrganizational strategy – protect the repository

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Capturing & Retrieving Knowledge

TacitWho do you know and how do you find them?LibrarianMavensKnowledge maps and tools

ExplicitCan be documentedExample approach - Case Based ReasoningPatterns, framing and tools

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

A Possible Approach

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

A Service Desk Example

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Codifying Knowledge

Pink Elephant – Leading The Way In IT Management Best Practices

ATLAS As Knowledge Management

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Knowledge Management© Pink Elephant, 2006. All Rights Reserved. ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Pink Elephant – Leading The Way In IT Management Best Practices

Thank You!