Group Members Student Numbers
Maninder Kaur 698563
Sarbjit Kaur 697251
Arshdeep Kaur Sidhu 699828
As I am working as a “junior cloud operations analyst” so in this we must know about the service knowledge management in terms of knowledge management that defines the total knowledge of your organization. It is very essential to capture the knowledge and to organize the data. The main motive of the knowledge management is to organize the data for proper access, update and suppose to give all the information that links with the Service Management life cycle. After processing knowledge management, ITIL gives a set of guidelines and workflows for the management to get all knowledge in the service management life cycle.

Different stages of knowledge management: Data, Information, Knowledge and wisdom.

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Data: Raw data is basically the facts which are available in the database.

Information: once we have raw data, then we use it in a meaningful word then it becomes information.

Knowledge: After getting information, we should analyze that information to form a knowledge. Once we reached to this stage, we can use proper knowledge to get better decisions.

Wisdom: After getting knowledge, we can use some facts into the context in IT service situations. For personal judgement and experience apply proper knowledge which allows to reach its last stage which is wisdom stage of knowledge management.

Reduction of costs: By Knowledge management, cloud based companies are able to reduce the internal costs as well as capital cost.

Quick communication: with the knowledge management, everyone in the company are able to share their useful ideas with each other which increases the productivity and ability of all the employees to deliver high standard customer experiences.

Better decision making: with more and more customizes knowledge we can improve the decisions and solutions for the problems of a specific company.

Knowledge management strategy:. Your strategy defines types of information for processing through knowledge management and information should be understandable to everyone in the company.

Transfer of knowledge:
The first step in knowledge exchanging is to figure out the location of gaps that you have an arrangement for getting information to a particular individual in the association. By setting aside the opportunity to distinguish gaps, you can eliminate them.

Information management: Information management involves collecting data, managing that information and determine it to become a proper knowledge. You can create policies and procedures using information after establishing a process.

ITIL change management is a procedure that created to know and reduce risks while rolling out IT improvements. Organizations have two primary desires of the administrations gave by IT:
The services are going to be secure, solid and predictable.
The services will have the capacity to change quickly to meet advancing business demands.

Make a request for change:
If you are making a request for transform, you are responsible for detail that will help other people comprehend what change should be executed and why you are making the demand.
Checking on and Assessing a Request for Change: If we are checking the request for change, we should assess the request in light of its need.

Planning the change: Once a change asks for is made, we should design the change as though it will happen.

Testing the change: If the change identifies with programming or generally changing a framework, we need to test the change before its validation. A little scale test will determine the system to be followed in case the change request is approved.
Creating a change proposal: A change proposition layout the type of progress, the need related with a change ask for, and the results that could happen if the change isn’t made.

Implementing changes: In this the changes has been done during the process and this is only the first step in change management system. When the change is done, we need to achieve our desired results. If the result not comes according to our expectations then we need to implement our backup plan.
Reviewing change performance: In this step, you have to know that your change criteria are working according to your requirements. It includes records of all procedure its time and cost to decide the efficiency of appraisals that were made before a request was completed.

Closing the process: After the completion of process, we have to records all the entire process so that every shareholder can access this record. After documentation, we can close the process.