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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Knowledge Management & ITSM

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The Knowledge Bird talks to us about putting the KM into ITSM.

 What happens when the bottom of the world chat about IT Service Management.

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Month in Review:

  • Tristan started his new job and undergoing a great induction process;
  • Karen & Tristan both recovering from a great itSMF Australia LEADIT12 conference on the Gold Coast. It was a resounding success;
  • Social media was key at the conference and the pre-conference Twitter Chats were a first; &
  • Karen is speaking at the itSMFA branch seminar 6th September, Forrester CIO Summit in Sydney on 13th September and itSMFA Post Conference roadshow in Adelaide on 20th September.

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Knowledge Management and ITSM

The team talk to Aprill Allen about knowledge management and ITSM. Aprill is an independent knowledge management consultant and freelance commercial writer. Her company is Devlogic.

Aprill talks about her highlights from the itSMF Australia 2012 conference. It was her first conference as a speaker. She has a write-up that you can read here. Aprill liked Rob England’s presentation on Standard + Case.

Aprill describes how she got into knowledge management and more recently into IT service management and the itSMF Australia. It was almost an accident!

The e-book that she wrote on 'A Simple Guide to Creating a Knowledge Base' won the itSMF Australia white paper award in 2011.

There is a vast untapped market for service management and itSMF globally.

In 13 months Aprill has become so well known on the global ITSM scene through involvement in itSMF and social media channels.

The list. Aprill is number 4 on the ‘Top 25 ITSM Pundits’ list.

  • Knowledge management in ITSM is crucial regardless of process & integral to continual service improvement. Need more formalisation & reuse of knowledge;
  • Need to be careful what we store as knowledge so that it doesn’t become unwieldy. Small manageable chunks, categorisation & tags to easily access knowledge are important;
  • Build the creation of knowledge & population of the knowledge-base part of every process;
  • Many ITSM tools support the capture of knowledge & have supporting knowledge management process. We just have to use them correctly!
  • Knowledge management can make a stressful job a lot less stressful & also bring efficiencies & increase effectiveness;
  • If new to knowledge management, start with the Service Desk & the capture of knowledge from incident resolutions. Create a knowledge article that can be linked back to the incident ticket. Incidents should either link to an existing knowledge article or create a new one;
  • Everyone has to take some responsibility for knowledge management. Identify the best writers & make them knowledge champions who review knowledge content;
  • Knowledge Centered Support (KCS) has some defined functions / roles within the knowledge management process to ensure quality articles are published;
  • Knowledge has to be written in business language not technical language; &
  • Knowledge can decrease the learning curve for new people coming into the organisation. We also have an aging workforce that will be leaving with the knowledge.

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Goodbye to Andrew – Welcome Rob

Due to work and family commitments Andrew will be leaving the ITSM Antipodean podcast crew as a regular host but we hope to have Andrew back as a guest or guest host in the future.

Replacing Andrew and balancing the Aussie / Kiwi representation is Rob England, better known to many as the IT Skeptic. Rob will be joining the crew as a host on the next show to be recorded on 26th September.

itSMF Australia Post Conference Roadshow Details: http://www.itsmf.org.au/events/.

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Booby(s) of the Month:

Burglar Foiled By Apple Technology: A thief broke into Steve Jobs Silicon Valley home on July 17 and stole apple products, jewelry and other items including a suitcase to carry them in. When the alleged thief later used one of the stolen Apple gadgets – believed to be an iPhone or iPad – to connect to his iTunes account, it triggered an IP address tracking system, which led police to his whereabouts. He remains in jail on $500,000 bail and could face up to eight years in prison if convicted.

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Pick of the Month:

Tristan discovered Flipboard at the itSMFA conference. Pull your social media streams together. Evernote is another great application.

TFT12 - The Future Today. 24-hour virtual conference. Vote for speakers at Listly.

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Close:

The team will record Episode 24 on September 26th. This will be Simone’s last podcast for a few months as she is off to France for a well-deserved break.

Suggestions for guests and podcast content to info@macanta.com.au.

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