Archive for the ‘Knowledge Management’ Category

Top article for 2016: 6 Steps to Bulding a Knowledge Management Culture

December 21, 2016

An article I wrote on “transforming to a knowledge driven culture” was named as one of the top 5 SupportWorld magazine articles for all of 2016.  Check it out and start your organization on the path to improved knowledge management!

Link: http://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx

Building a Knowledge Management Culture

May 17, 2016

Knowledge Management is now a full-fledged process in the ITIL framework, a testimony to its vital importance in organizations.  Yet many businesses and organizations still struggle with how to capture, store, and share knowledge across the organization.

The result?  Rediscovery of knowledge, slower resolution of incidents and recovery of services, faulty decisions, and more costly operations. Why is this, and why is such a valuable process so difficult to implement?

Barriers, that’s why.  Most IT service providers are organized around “technology silos”, and these act as natural barriers to capturing and sharing knowledge effectively.  There a solution, however. In fact, there are six steps your organization can take to overcome these barriers and realize effective knowledge management.

Read the full SupportWorld article published by HDI: http://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx

Transforming to a Knowledge Management Culture Presentation

March 30, 2016

I gave a presentation at the CA ITSM Virtual Conference today, entitled Transforming to a Knowledge Management Culture. It was very successful, with 119 people attending, and a survey score of 4.2 out ofPaul-Dooley 5.0.

If you happened to miss the presentation. it’s now available for you to view on demand: http://www.ca.com/us/lpg/webcast-series/ca-it-service-management.aspx?commid=192505.

Download the My BrightTALK app to view this content on your iPhone, iPad or Apple TV here.  It automatically updates with the latest content from the channels you are subscribed to, so that you can view content whenever and wherever is convenient for you.

Webcast: “Transforming to a Knowledge Management Culture”

March 21, 2016

Upcoming Webcast, March 30, 10:00 AM Pacific Time

chatty_customerWhen it comes to realizing success in today’s era of service desks, the importance of an effective and fully integrated knowledge management solution cannot be underestimated. Making the transformation to a knowledge-driven organization is non-trivial, and takes time. Although culture does not change overnight there has been a cultural shift in the workplace making IT organizations take a fresh look at their knowledge management strategy. There is no denying that today’s majority workforce of tech-savvy, self-sufficient millennials are now driving broader acceptance of knowledge as king.

So why are IT organizations finding it difficult to overcome these cultural and organizational barriers and implementing a successful knowledge management solution? This presentation will explore six key barriers to transforming to a truly knowledge-based culture, and practical ways you can overcome each.

Live online Mar 30 10:00 am United States – Los Angeles
Presented byPaul-Dooley
Paul Dooley, Expert/Certified ITSM Instructor, itSMF, Jim Blayney, Senior Principle Product Marketing Manager, CA Technologies