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ITIL :: View topic - Incident management and Knowledge sharing
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Incident management and Knowledge sharing

 
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sakyogi
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Joined: Nov 11, 2008
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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.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

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

sakyogi,

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.
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UrgentJensen
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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?

UJ
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