Service Knowledge Management System (SKMS)

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
  • Configuration 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]

SKMS Relationship and Scope
source: Cerguidance

The Four Layers of SKMS[2]

The Service Knowledge Management System (SKMS) is divided into four distinct layers. Each of the layers has its own work area and is divided according to its level of information processing. The four layers are:

  • Data and Information Layer: This data and information layer collects and stores the data that must be managed by Knowledge Management, including all the documents, files, applications status, etc. This layer mostly contains multiple data sources, as well as the tools that can be used by team members to properly apply data as knowledge. For example, it included a configuration management database (CMDB), definitive media library (DML), known error database (KEDB), and other configuration, management, and audit tools and applications.
  • Information Integration Layer: The Information Integration Layer of SKMS helps to integrate all of the information from relevant business units of the organization in one place. If your organization works with partners, then the information related to those partners may also be found in this layer. This layer also helps to evaluate and analyze the data received from the first layer to get the relationship structure and store them in the integrated configuration management database (iCMDB).
  • Knowledge Processing: The Knowledge Processing Layer provides an interface for users to report information that can be analyzed. The objective of this layer is to analyze, report, and monitor every bit of information that is received from other SKMS levels. A major part of this layer is performance management, which is used to determine whether your team members are meeting their performance goals. This layer facilitates you to monitor performance scorecards to help improve the productivity of your team.
  • Presentation Layer: At the presentation layer, all the knowledge that is collected, analyzed, and structured is presented to the users for further use. The Presentation Layer facilitates authorized users to access information. In this SKMS presentation layer, users are provided with some visual materials that allow them to search, browse, and update the information they find in the system. Depending on the organizational policy, users may also be given the chance to contribute to improving the knowledge base.

The Four Layers of SKMS
source: BMC

See Also

Information Management