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Showing posts from December, 2010

Process Maturity Assessments

I recently gave a workshop outlining the basic ideas and steps needed to design and implement ITSM processes. During the workshop we discussed the importance of knowing the maturity level of your processes. You determine the maturity of your processes by conducting a maturity assessment. Using a maturity assessment model will allow you to know where your processes currently reside in terms of usability, effectiveness, efficiency and economy. You can also determine what level of maturity you want your processes to achieve as a future state. Finally a maturity assessment will show you what steps you need to take to close the gap between your “as is” process and your “to be” future state.

There are three maturity assessment models you might think about using. Capability Maturity Model Integration (CMMI), ISO/IEC 15504 and the ITIL Process Maturity Framework (PMF). All three use a multi-level approach to identify the maturity of your processes. Each also uses a set of assessment criteria …

Knowledge Management and Social Networking

I was recently asked a very thought provoking question about the importance of social networking to knowledge management?

Social networking is having a wide and varied impact on ITSM as a whole. As with all new and emerging technologies,  organizations must develop strategies on how social networking will be incorporated into their environment. Policies must be established that define what will and will not be allowed in the corporate arena.

Within the knowledge management process,  many organizations are embracing the use of social networking technologies but doing so with caution. Once knowledge is posted on the web, it can take on a life of it’s own. There must be internal security policies that insure that proprietry knowledge does not become available to the public. These policies should address the appropriate use of the technology as well as appropriate staff behavior.  Policies and procedures should also be defined for filtering, validating and controlling any knowledge that …

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