Knowledge Management Case Study Workshop

Our first members workshop for the year will incorporate 2 sessions, the first on Knowledge Management and the second on Asset Management, both highly topical and of great relevance to the industry.

This wil be a virtual workshop, so jion us from wherever you are working.

Session 1:  Knowledge Centered Service (KCS) - Have you implemented KCS?  Is it working as planned?   

presented by Paul Paterson.

In this session Paul will draw on a case study from the NSW Department of Education and from recent consultancies to share the joys, pain and pleasure in implementing knowledge Management (KCS).  Learn what strategies, tips and tricks to employ to get it done or refine what you have already implemented.

"I believe of all the projects I have undertaken KCS can and should be THE most rewarding an organisation will do, if done well, in terms of both customer satisfaction, business productivity and analysts to 3rd level support teams job satisfaction".

Those attending the workshop will be invited to contribute their experiences and share the highs and lows so as to stimulate the conversation and keep the momentum flowing.

Session 2:   IT Asset Management in ITIL 4 - are you up to scratch?

presented by Norman Mighell

The introduction of ITIL4 saw IT Asset Management (ITAM) elevated to the status of a Service Management Practice.

But what does it encompass?

In the past the term ITAM has often been used to refer to software asset management, leaving hardware lifecycle management as an afterthought, floundering in a series of outdated spreadsheets.

Best practice ITAM readily answers these questions:

• What devices are deployed across your organisation?
• When were they deployed?
• Who's using them?
• When are they due to be refreshed?
• For those that are no longer in use, have they been securely disposed of, by whom, when?
• Do you have the Data Sanitisation Certificates?

Join Norman Mighell for a deep dive into the world of ITAM to gauge your organisation's maturity with this Service Management Practice, and take away some tips on how to better service your users, reduce your costs and improve your IT security by improving your ITAM practice.

Don't forget HDAA members receive complimentary seats to HDAA workshops;

• Platinum members 6 complimentary seats
• Gold members 6 complimentary seats
• Silver members 3 complimentary seats