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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!
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