Difference between revisions of "Service Knowledge Management System (SKMS)"
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Data, information and knowledge are stored in SKMS. SKMS is used in everyday life to manage infrastructure and services, solve incidents and problems or to make strategic decisions. SKMS contains many different types of data, information and knowledge, such as: | Data, information and knowledge are stored in SKMS. SKMS is used in everyday life to manage infrastructure and services, solve incidents and problems or to make strategic decisions. SKMS contains many different types of data, information and knowledge, such as: | ||
| − | Service portfolio data | + | *Service portfolio data |
| − | + | *ConfiguConfiguration Management System (CMS) | |
| − | Service Level Agreements (SLAs), Operation Level Agreements (OLAs), Underpinning Contracts (UCs) | + | *Service Level Agreements (SLAs), Operation Level Agreements (OLAs), Underpinning Contracts (UCs) |
| − | Information security policy | + | *Information security policy |
| − | Business plans | + | *Business plans |
| − | Cost allocation model | + | *Cost allocation model |
| − | Budget | + | *Budget |
| − | Capacity plan | + | *Capacity plan |
| − | Availability plan | + | *Availability plan |
| − | Known Error Database (KEDB) | + | *Known Error Database (KEDB) |
| − | IT Projects and respective data | + | *IT Projects and respective data |
| − | Customer information | + | *Customer information |
| − | …etc.<ref>What is Service Knowledge Management System (SKMS)? [https://advisera.com/20000academy/blog/2013/09/10/building-world-knowledge-itil-knowledge-management/ Advisera]</ref> | + | *…etc.<ref>What is Service Knowledge Management System (SKMS)? [https://advisera.com/20000academy/blog/2013/09/10/building-world-knowledge-itil-knowledge-management/ Advisera]</ref> |
Revision as of 13:20, 14 January 2021
Service Knowledge Management System (SKMS) is a set of tools and databases used to manage (i.e. collect, store, update, analyze, present and archive) organizations’ data, information and knowledge.
Data, information and knowledge are stored in SKMS. SKMS is used in everyday life to manage infrastructure and services, solve incidents and problems or to make strategic decisions. SKMS contains many different types of data, information and knowledge, such as:
- Service portfolio data
- ConfiguConfiguration Management System (CMS)
- Service Level Agreements (SLAs), Operation Level Agreements (OLAs), Underpinning Contracts (UCs)
- Information security policy
- Business plans
- Cost allocation model
- Budget
- Capacity plan
- Availability plan
- Known Error Database (KEDB)
- IT Projects and respective data
- Customer information
- …etc.[1]