http://www.itskeptic.org/taxonomy/term/202 The taxonomy view with a depth of 0. en http://www.itskeptic.org/itil-kedb-so-important-or-should-we-always-look-br <p>A discussion on LinkedIn prompted me to comment that KEDB is a subset of knowledge management for service desk. I think it is important to take a broader view and provide access to more general information about solutions to incidents and resolutions to requests, not just workarounds to known errors. I've seen folk micro-design that one bit without considering a more generally useful system. I never quite understood why ITIL seems fixated on KEDB, giving it a disproportionate amount of attention vis-a-vis the more general support knowledgebase. Thoughts?</p> http://www.itskeptic.org/itil-kedb-so-important-or-should-we-always-look-br#comments http://www.itskeptic.org/crss/node/1598 ITIL knowledge service desk Mon, 17 Aug 2009 19:34:31 -0600 skeptic 1598 at http://www.itskeptic.org http://www.itskeptic.org/knowledge-management-hole-cobit <p>I'm always banging on about how COBIT is a superset of ITIL. So where does ITIL Knowledge Management fit in COBIT? I don't think of it as Configuration Management even if some of the documents are CIs: KM is a much higher discipline than that. Is this one aspect of ITIL that COBIT doesn't address?</p> <p><a href="http://www.itskeptic.org/knowledge-management-hole-cobit">read more</a></p> http://www.itskeptic.org/knowledge-management-hole-cobit#comments http://www.itskeptic.org/crss/node/1547 CobiT ITIL knowledge Thu, 02 Jul 2009 21:37:08 -0600 skeptic 1547 at http://www.itskeptic.org