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 of organisations
 support both
internal and external

Source - HDI Report

About the Knowledge Base

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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

The KM Apple of Reason

Podcast Crew:
Simone Jo Moore, Aale Roos, Dave van Herpen, Earl Begley, Sean McClean, Daniel Billing

Knowledge Management - Wisdom, Culture and Learning


  • Simone has Daniel under the whip! Know where to know what BITPodium is talking about!
  • You can find our previous episodes on www.bitpodium.com and also find and follow us on Google Plus.
  • Give your feedback, have questions or share some praise and love.

The KM Apple of Reason - no rotten bananas here!

KM Apple

  • What is knowledge management? The silence is deafening!!!
    • That definition hasn’t been resolved our whole life! Wisdom, culture, life, how do we know how to tie our shoe laces, to walk… where do you start?
    • Wisdom, culture, learning - the main ingredients.
    • Less about what you know and more about what you can get your hands on and how quickly you can throw out the stuff that’s no longer useful?
    • Regurgitation or practical application? Henry Ford - Smartest Man in the Room
  • The skill sets now are about teaching people how to find knowledge. What replaces the complete set of Encyclopedia Britannica?
  • Knowledge Amplified - A technical Echo
  • Bookshelfs have diminished - ‘iPod is now my bookshelf’
  • Dave’s wisdom: ‘Knowledge is the only thing that if you divide it - it multiplies’
  • How and do we want to mute knowledge? We just accepted some things as fact - does it become the interpretation of the person who experienced the event.
  • Common response: ‘I know what is designed to do, as to what it actually did!’
  • Religion, culture etc affects your knowledge and how you teach what you know.
  • Does knowledge become the interpretation of the person who experienced the event or do we argue with what’s inside the encyclopedia.  Translate to Service Desk, Programmer, Customer issue interpretation.
  • Being open minded however your background or being inculcated can affect your interpretation of knowledge and it’s sharing.
  • We are predisposed but can we meld the ways of doing and make it better?
  • ‘Doing’ knowledge is both a science and an art form
  • Knowledge is power but Simone prefers knowledge is powerFULL and asks the crew their view on using it to positive or lethal intent.
  • Earl expresses the hoarding and bargaining chip issue and Sean hits the nail on the head that you can be left behind or out of it if you don’t understand how the knowledge moves between IT and the business.
  • Daniel’s presentation on Knowledge: http://shar.es/NaJUy
  • Age of Reason vs. the Dark Ages.  Book burning, rediscovering knowledge or creating it anew?
  • Daniel’s wisdom: Hoarding knowledge unwise - it becomes obsolete so quickly just like hoarding grapefruit & bananas - you should measure the attention you have for your knowledge more than the information as such.  More about combining information and experience.
  • DIKWIS! Turn what you have into practical wisdom - it’s really a knowledge spiral.
  • Dave’s wisdom: Knowledge often referred to as ‘know-how’ for people but you have to know ‘what’ in order to ‘how’ you need to act on something and before all of that you need to know ‘why’. That’s determined by the business!
  • Earl’s Wisdom: Often the business doesn’t know it needs to tell IT, they just assume we know so it’s up to us to ask for an explanation about the why.
  • Axelos & HDI Synergies between ITIL & KCS Whitepaper - released June 2014. Authors: Rick Joslin (HDI Executive Director of Certification & Training), Roy Atkinson (very active on SM), John Custy (whom I’ve worked with on the HDI ICSC)
  • Also see the Karen Ferris interview with John Custy: http://karenferris.com/podcast/2-itil-and-knowledge-centered-support-kcs/
  • Knowledge Centred Support (KCS) - time to stop treating this separate to ITSM frameworks as their is great synergy as knowledge is inherent to all frameworks and methodologies.
  • Dave surprised that Configuration Management wasn’t mentioned in the whitepaper due to its value and a discussion ensues about the ‘kitchen draw of IT’
  • Keeping knowledge fresh!
  • Daniel references Matt Beran’s tweet that Google as a successful tool but many don’t see it so we must realise that we need a strategy on how we want to approach knowledge from a culture perspective.
  • KCS brilliance - it has been the sleeping giant - you only do the knowledge that’s asked for.  The ease, consistency and collaboration ability is what makes it brilliant.
  • Before you look at the tool, look at how you value knowledge.
  • KM Projects need to also be geared towards improving learning people asking smarter questions, search more specifically and train them out of their hoarding knowledge habits.
  • KCS helps build the culture and reach directly with interaction with the customers.  KCS isn’t just support, it isn’t just IT it goes across and tap into all areas of the business.
  • A mindset shift article: In the beginning there’s the command line… by Neal Stephenson   The difference in Support from Open Source vs. Microsoft Pay For Model.
  • Where do we start? The discussion ensues.
  • Simone recommends starting with Knowledge Cafes to provide an open and creative conversation on a topic of mutual interest and bring to the surface your collective knowledge, share ideas, insights, and gain a deeper understanding of the subject and the issues involved.
  • Learn more via David Gurteen, check out the World Cafe’s Toolkit and in Australia, chat with Australia’s Knowledge BirdAprill Allen!  Also HDAA are running the practical application of KCS in November workshops.
  • Earl’s recognises the similarity with informal ‘Lunch & Learns’ but that’s the ‘giving’ where KCS is also about the collecting.
  • Earl helps us understand the university setting, how it makes the challenge of the knowledge question fun and interesting and Simone gets to shoot Earl.
  • Simone just loves KCS - it’s simplicity, collaboration and how it helps the conversation happen.
  • Writing the business case and how we make Knowledge a priority.  KCS does have an ROI calculator.

Wind Up

So many choices but Daniel believes this will become ancient wisdom...

 “1500 years ago, everybody ‘knew’ that the Earth was the center of the universe. 500 years ago, everybody ‘knew’ that the Earth was flat.  And 15 minutes ago, you ‘knew’ that people were alone on this planet.  Imagine what you’ll ‘know’ tomorrow…” Agent K, Men In Black

Visit www.bitpodium.com 

Wishes, requests and praise are welcome. A variety of personalities and guests, one of which could be you.  Have a question, suggest a topic or share your particular passion and view.  


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