081210 Skmf Itil&Km Final

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    9-December-2008

    Public

    aht intermediation GmbH

    Clariant International AG

    ITIL KnowledgeManagement

    SKMF Roundtable December 10, 2008 Basel

    Thomas Schell, Clariant International Ltd.

    Pavel Kraus, aht intermediation GmbH, SKMF

    Slide 2 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Presenters

    Pavel Kraus

    Partner of aht intermediation GmbH

    President of SKMF

    Name

    Company

    Function

    Projects

    SPECIALS

    KONTAKT

    Lecturer for

    Knowledge management,

    Innovation management and

    Information management

    [email protected]

    Customer projects and business

    consulting (see www.aht.ch)

    [email protected]

    IT Service Management

    IT Process Management

    IT Quality Management

    Speaker at SW- and ITSM-

    Kongresses; Lecturer for ITIL-

    Seminars for Pharmaceutical Industry;

    Member of itSMF Germany

    Thomas Schell

    Clariant International AG

    Head of ITSM Processes

    Responsible for ITIL in Group IT

    formerly Roche Pharma

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    Slide 3 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Clariant Exactly Your ChemistryKey Facts

    A global leader in colors, surface and performance chemicals Posted annual sales of more than CHF 8.5 billion for 2007

    More than 20,000 employees

    Worldwide operations with more than 100 group companies on five

    continents

    Headquartered in Muttenz near Basel in Switzerland

    Products and services of its four divisions are based on innovative

    specialty chemicals

    Slide 4 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Clariant Exactly Your ChemistryITIL @ Clariant

    13000 IT users in 4 divisions and 11 corporate functions

    Group IT is corporate function

    IT staff of about 300 internal and 150 external persons globally

    ITIL Project started in 2006 and finished in 2008

    Introduction of the operational ITIL processes with the objective

    to raise the maturity and professionalism of IT as global service provider

    to improve and standardize the quality of IT services

    to lower operational costs in IT infrastructure & application management

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    ITIL in theIT-Organization

    Slide 6 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    The ITIL Framework

    ITIL Version 1

    ~68 Books, 1992

    ITIL Version 2

    6 Books, issued 2000

    spreading since 2002ITIL Version 3

    5 Kernel-books, issued April 2007

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    Slide 7 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    ITIL Observed Industry Benefits 1/2Lessons learned since 2002

    ITIL offers a systematic, professional approach to the management of IT service

    provision.

    Adopting its guidance can provide benefits such as:

    Increasing customer satisfaction with IT services

    Reducing the risk of not meeting business requirements for IT services

    Reducing costs when developing procedures and practices within an organization

    Better communication and information flows between

    IT staff and customers

    Standards and guidance for IT staff

    Greater productivity and better use of skills and

    experience

    A quality approach to IT services

    Slide 8 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    ITIL Observed Industry Benefits 2/2

    Benefits to the customer of IT services, examples:

    Reassurance that IT services are provided in accordance with documented procedures

    that can be audited

    The ability to depend upon IT services, enabling the customer to meet business objectives

    The identification of contact points for enquiries or discussions about changing

    requirements

    The knowledge that information is produced to

    justify charges for IT services and to provide

    feedback from monitoring of service level

    agreements

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    Slide 9 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Processes versus Functions

    Functions

    Silos Ivory towers

    Pointing and blaming

    Vertical

    Responsibilities not well defined

    Room-managers

    Lots of redundancy and overhead

    Processes

    Cross functional

    We all work for the same organization

    Team-based effort

    Horizontal

    Clear roles and responsibilities

    Process-owners

    Well defined and assigned tasks

    ITIL is process based and processes are by definition cross-functional

    We have to work together to make things happen

    Slide 10 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    IT Service Support Service DeskFirst Point of Contact

    Service Desk

    Phone

    Voicemail

    Email

    Self-Service

    Fax

    End-UserIncidentResolution

    IMACIMAC

    SchedulingScheduling

    End-UserEnd-User

    AdministrationAdministration

    ExceptionException

    HandlingHandling

    VIPVIP

    SupportSupport

    CCCBusiness Applications

    Local

    Onsite Support

    Regional/Global

    CISC

    Regional/Global

    CCSC

    Regional/Global

    MCSC

    Data Center

    Services

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    Slide 11 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    1st Level Support

    Knowledge Distribution in IT ServiceSupport

    IT

    End

    Users

    depth

    scope

    depth

    scope

    depth

    scope

    rather local rather global

    Service Desk

    Agent

    2nd Level Support 3rd Level Support

    Problem Mgmt.

    Slide 12 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Communication Processes in theIT Organization

    Supplier,

    DeliveryFactory

    Supplier,

    DeliveryFactory

    Business Alignment & GovernanceBusiness Alignment & Governance

    Customer

    Customer

    End UserEnd User

    ATBATB

    IT OperationsIT OperationsGlobal SAP &Global SAP &

    SW DevelopmentSW Development

    Regional sharedRegional shared

    serviceservice

    RegionalRegional

    SAP & NSASAP & NSA

    Local onsiteLocal onsite

    supportsupportLocal BALocal BA

    SupportSupport

    Dem

    andManagement:

    Dem

    andManagement:

    BusinessPa

    rtnerandLocalITManager

    BusinessPa

    rtnerandLocalITManager

    GTIGTI CCC BACCC BA

    globalglobal

    regionalregional

    locallocal

    Business Service CatalogBusiness Service Catalog

    Service Request CatalogService Request Catalog

    Service DeskService Desk

    Prozess

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    Slide 13 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Knowledge Channels in IT Support 1/2Solution Paths for the IT user

    Supplier,

    DeliveryFactory

    Supplier,

    DeliveryFactory

    Customer

    Customer

    End UserEnd User

    InfrastructureInfrastructure

    SupportSupport

    Back-endBack-end

    Front-endFront-end

    BusinessBusiness

    ApplicationApplication

    Maintenance &Maintenance &

    SupportSupport

    DemandManagement:

    DemandManagement:

    BusinessPartnerandLocalITManag

    er

    BusinessPartnerandLocalITManag

    erService DeskService Desk

    Slide 14 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Knowledge Channels in IT 2/2IT Services Demand & Delivery

    InfrastructureInfrastructure

    SupportSupport

    Back-endBack-end

    Front-endFront-end

    BusinessBusiness

    ApplicationApplication

    Maintenance &Maintenance &

    SupportSupport

    Business Alignment & GovernanceBusiness Alignment & Governance

    Supplier,

    DeliveryFactory

    Supplier,

    DeliveryFactory

    Customer

    Customer

    D

    emandManagement:

    D

    emandManagement:

    Business

    PartnerandLocalITManager

    Business

    PartnerandLocalITManager

    IT Service ManagementIT Service Management

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    Slide 15 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Knowledge Management Processin ITIL V3

    Purpose

    Ensure that required knowledge based on existing information is provided in atimely manner.

    Goal (strategically)

    Enable the IT-Organization raising the quality of all management decisions.

    Goal (tactical)

    Enable the IT service providers to work effectively by sharing between all

    collaborators a clear and common understanding on the values of the IT service that

    is delivered to the customer.

    Scope

    Knowledge Management is a process with relevance for the whole life cycle of an IT

    service. KM is integrated in all other ITIL processes.

    Slide 16 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    The ITIL FrameworkKM as integral partof all Processes

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    Slide 17 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Knowledge Pyramid

    Expertise

    Comprehension

    KnowledgeInformation

    Data

    Decision

    Slide 18 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    The ITIL Knowledge Management Process

    Knowledge

    Management

    Strategy

    Knowledge

    identification

    Knowledge

    registration

    Knowledge

    maintenance

    KM SystemKnowledge

    distribution

    Start

    Service

    Delivery

    Service

    Transition

    Service

    Operation

    Continual

    ServiceImprovement

    Service

    Strategy

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    Slide 19 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internal

    and external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk or

    Service Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    Knowledge management & ITIL

    Slide 20 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internaland external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk orService Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    Knowledge sources identification

    Past issue analysis

    Lessons learned workshops

    Sociogram

    Community building

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    Slide 21 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internaland external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk orService Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    KM integration into processes

    Define information architecture

    Taxonomy Identification of concrete activities to

    identify, capture, document and depict

    knowledge

    Walkthroughs

    Debriefings

    FAQs

    Process visualization

    Explicit process integration of the KM

    activities

    Defining appropriate KPIs

    Slide 22 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Key Performance Indicators forKnowledge Management

    Key Performance Indicators (KPIs)

    Increased resolution rate by a single access to Service Knowledge Management

    System

    Decrease effort and resources in IT service support

    Lower the average time to find material and documentation

    Raise customer satisfaction by education, briefings, notifications,

    Degree of knowledge deployment

    Lower the dependency on the knowledge of individual persons

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    Slide 23 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internaland external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk orService Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    Closing the gaps

    Systematic walkthrough and gap

    identification Change of culture

    Open communication

    Stakeholder identification

    Expert / Key user identification

    Workshops to identify and close the gaps

    Slide 24 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internaland external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk orService Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    Continuous review

    Process quality review

    Special focus on how the agents deal

    with knowledge

    Regular input on weak points and gaps

    Define and control activities to fill the gaps

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    Slide 25 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internaland external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk orService Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    KM Strategy & Governance Model

    Derive KM strategy from theIT Service Strategy

    Focus on the same direction

    Make the link between bothstrategies explicit andmeasurable

    Develop an IT governance model

    Integrate KM within

    How to deal with experts

    MBOs and knowledge work

    Responsibilities and activities

    Regularly measure and give feedback(KPIs)

    Slide 26 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Identification of valuable internaland external knowledge sources

    Design of systematic processesto extract, document

    and process knowledge

    Helpdesk orService Desk

    Continuously enhance knowledge inregular cycles and selectively dispose

    of outdated knowledge

    Systematically fill gapswith new knowledge

    Knowledgetransfer

    ApplicationManagement

    IT InfrastructureManagement

    Event management& Service Monitoring

    KM Strategy und Governance Model

    Service Knowledge Management System

    Measurement of effectiveness and efficiency of the service (KPIs, Quality)

    Service KM system

    Build a system delivering results

    Knowledge database vs. knowledge base

    Identify the right balance between face-to-

    face activities and database driven

    approach

    Base all inputs on the taxonomy

    Provide context search with various

    search paths

    Key words

    Visual processes

    Etc.

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    Slide 27 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    ITIL V3 Service Knowledge Management System

    Data &

    Information

    Sources & Tools

    Unstructured

    CMDBCMDB

    Structured CMS Media library

    Information

    Integration

    LayerService Knowledge Management Database

    Knowledge

    Processing

    Layer

    Presentation

    Layer

    Query &

    AnalysisReporting

    Performance

    ManagementModelling Monitoring

    Porta

    le

    IT

    Governance

    Qualitts-

    sicht

    Kunden

    Support-Sicht

    Selbst-

    Bedienungs-

    Sicht

    Service-

    Sicht

    Slide 28 / 289-December-2008Thomas Schell, Clariant International Ltd Pavel Kraus, aht Intermediation GmbH

    Knowledge Management in ITIL V3

    Clariant International Ltd

    Group IT

    Rothausstrasse 61

    CH-4132 Muttenz 1/Switzerland

    Phone: +41 61 469 62 89

    Fax: +41 61 469 65 77Mobile: +41 79 209 97 50

    [email protected]

    Thomas Schell

    Head of IT ServicesManagement Processes

    Office Location:Binningerstrasse 2

    CH-4142 Mnchenstein

    Pavel Kraus

    Dr. sc. nat. ETH

    Partner

    Business-Park Tenum

    Grammetstrasse 14

    CH-4410 Liestal

    Mobile +41 79 396 5535

    Phone +41 61 923 2203

    [email protected]

    www.aht.ch