一篇知识管理的英文文章

1、Knowledge managementThe ability to deliver a quality service or process rests to a significant extent on the ability of those involved to respond to circumstances and that in turn rests heavily on their understanding of the situation, the options and the consequences and benefits, i.e. their knowled

2、ge of the situation they are, or may find themselves, in. That knowledge within the Service Transition domain might include:· Identity of stakeholders. · Acceptable risk levels and performance expectations. · Available resource and timescales. · Identity of stakeholders. The qual

3、ity and relevance of the knowledge rests in turn on the accessibility, quality and continued relevance of the underpinning data and information available to service staff.1. Purpose, goal and objectiveThe purpose of Knowledge Management is to ensure that the right information is delivered to the app

4、ropriate place or competent person at the right time to enable informed decision.The goal of Knowledge Management is to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.Th

5、e objectives of Knowledge Management includes:· Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service.· Ensuring staff have a clear and common understanding of the value that their services provide to custome

6、rs and the ways in which benefits are realized from the use of those services.· Ensuring that, at a given time and location, service provider staff have adequate information on: · Who is currently using their services? · The current states of consumption. · Service delivery const

7、raints.· Difficulties faced by the customer in fully realizing the benefits expected from the service.2. ScopeKnowledge Management is a whole lifecycle-wide process in that it is relevant to all lifecycle sectors and hence is referenced throughout ITIL from the perspective of each publication.

8、It is dealt with to some degree within other ITIL publications but this chapter sets out the basic concept, from a Service Transition focus.2.1. InclusionsKnowledge Management includes oversight of the management of knowledge, the information and data from which that knowledge derives.2.2. Exclusion

9、sDetailed attention to the capturing, maintenance and use of asset and configuration data is set out in Section 4.2.3. Value to businessKnowledge Management is especially significant within Service Transition since relevant and appropriate knowledge is one of the key service elements being transitio

10、ned. Examples where successful transition rests on appropriate Knowledge Management include:· User, service desk, support staff and supplier understanding of the new or changed service, including knowledge of errors signed off before deployment, to facilitate their roles within that service.

11、83; Awareness of the use of the service, and the discontinuation of previous versions. · Establishment of the acceptable risk and confidence levels associated with the transition, e.g. measuring, understanding and acting correctly on results of testing and other assurance results. Effective Kno

12、wledge Management is a powerful asset for people in all roles across all stages of the service lifecycle. It is an excellent method for individuals and teams to share data, information and knowledge about all facets of an IT service. The creation of a single system for Knowledge Management is recomm

13、ended.Specific application to Service Transition domain can be illustrated through considering the following examples:· Blurring of the concept of intellectual property and information when engaged in sourcing and partnering, therefore new approaches to controlling knowledge must be addressed a

14、nd managed during Service Transition. · Knowledge transfer often being a crucial factor in facilitating effective transition of new or changed services and essential to operational readiness.· Training of users, support staff, suppliers and other stakeholders in new or changed services.

15、83; Recording of errors, faults, workarounds etc. detected and documented during the Service Transition phase. · Capturing of implementation and testing information. · Re-using previously developed and quality assured testing, training and documentation. · Compliance with legislative

16、requirements, e.g. SOX, and conformance to standards such as ISO 9000 and ISO/IEC 20000. · Assisting decisions on whether to accept or proceed with items and services by delivering all available relevant information (and omitting unnecessary and confusing information) to key decision makers. 知识

17、管理交付一项优质服务或者过程的能力,取决于对环境的反应能力.而对环境的反应能力又反过来十分依赖于他们对环境的理解,选择,后果和利益.也就是他们认识到或者发现他们自己所出的情形中.这种认识在服务转换领域内可能包括:· 利益攸关者的身份· 可接受的风险等级和性能展望· 可用的资源和时间表知识的质量和实用性又反过来取决于服务人员可用的基础数据和信息的可达性,品质,以及持续的实用性.1. 意图,目标,目的知识管理的意图(purpose)是,确保正确的信息在正确的时间内,交付到适当的地方或者有能力的人,保证他们做出全面的决策.知识管理的目标(goal)是,通过在整个服务周期

18、中保证获得可靠安全的信息和数据,使组织能够提升管理制定决策的质量.知识管理的目的(objective)包括:· 使服务提供者的效率提高,增强服务质量,增加客户满意度以及降低服务成本.· 确保员工都有一个清晰的共识,那就是客户通过使用他们提供的服务获得了利益.· 要确保在给定的时间和地点,服务提供人员要有足够的下列方面的信息:· 谁正在使用他们的服务 · 当时的消费状况· 服务交付的局限· 客户在使用服务时,完全获得期望的利益时所面对的困难.2. 范围知识管理是整个一个广阔的生命周期过程,在这个过程中它和生命周期的各个元素都有关联,因此它可以被全部的ITIL出版物的观点所引用.它还可以用来出来处理ITIL 框架内的其他出版物的关系,但是本章只从服务转换的角度给出它的基本概念.2.1. 包括的方面知识管理包括管理知识过程中的失误,源自知识的信息和数据.2.2. 排除的方面关于获取,维护和使用资产以及配置数据的详细信息陈述在4.2章节.3. 商业价值知识管理在服务转换中尤其重要,因为在转换中,相关和适当的知识是一个主要的服务因素.成功的,依赖于知识管理的服务转换应包括:· 用户,服务台,支持人员和供应商