081210 Skmf Itil&Km Final
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Transcript of 081210 Skmf Itil&Km Final
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7/31/2019 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
Customer projects and business
consulting (see www.aht.ch)
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
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
www.aht.ch