Business Intelligence

Knowledge Management: A CA Service Management Process Map

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Executive Summary

The objective of Knowledge Management is to provide the right information to the right place or person at the right time. By embedding Knowledge Management into other ITIL processes, knowledge becomes a by-product which is in context, timely and relevant to the organization. Technology can play a critical role in optimizing the Knowledge Management process by automating the actual process activities themselves, and by accessing the outputs from other related processes (such as capturing workaround data from Incident Management). Self Service plays a key role in improving support, and increasing user satisfaction by delivering quality information to customers when they need it.

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