Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: Cecile36
New Today: 20
New Yesterday: 34
Overall: 231558

People Online:
Visitors: 135
Members: 0
Total: 135



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Incident management and Knowledge sharing
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident management and Knowledge sharing

Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message

Joined: Nov 11, 2008
Posts: 1

PostPosted: Wed Nov 12, 2008 1:15 pm    Post subject: Incident management and Knowledge sharing Reply with quote

Does knowledge sharing[ Via a Analyst only technical meeting to share knowledge about incident resolution ] among geographically distributed team fall under Incident Management ?

Although ensuring quality incident recording process should serve this purpose, practical difficulties require sharing the resolution information.
Back to top
View user's profile
Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Wed Nov 12, 2008 7:32 pm    Post subject: Reply with quote


I'm not sure I understand the question.

Is it good for support staff to share information? -Yes.

How do you ensure that information is shared? - by applying the techniques, methods and processes of Knowledge Management.

Should aspects of Knowledge Management be incorporated within Incident Management processes? - Yes.

Does this mean that information sharing lies within Incident Management? - Yes and No; for Incident Management to be effective, it is very important that information is shared among the incident staff, but how you do it is governed by your Knowledge Management discipline.

Does that mean that there needs to be a Knowledge Management function? - Well, there is one, but you may not be aware of it if you have not identified it formally; Knowledge Management, along with almost all the other management functions, takes place whether you are aware of it or not; it's just that it can be done a lot better if you put some conscious effort into it.

By the way, you can substitute any other discipline wherever the word "Incident" appears above.

Is a technical staff meeting the way to ensure that information is shared? - Not on its own; you need recorded information in incident records, a "knowledge base", the CMDB etc.; you may also need special reports, urgent alerts or other means for keeping people properly informed in good time; you also need a feedback and monitoring system to make sure it is all effective.

Is a technical staff sharing meeting essential? - No; if it is not easy (i.e. is expensive) to get staff together, then you make sure that all other forms of dialogue are done as well as possible.

Like I said, I don't understand your question.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Senior Itiler

Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Wed Nov 12, 2008 8:06 pm    Post subject: Reply with quote

Hi sakyogi,

Why would you not want to share the resolution detail? How do people gain experience in your organisation without learning from their colleagues?

Did I just say that out loud?

(Beige badge)
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.