Components making up the Service Knowledge Management System
The SKMS describes the complete set of tools and databases that are used to manage knowledge and information, including the Configuration Management System as well as other tools and databases. The SKMS stores, manages, updates and presents all information that an IT service provider needs to manage the full lifecycle of its services. The main purpose of the SKMS is to provide quality information so that informed decisions can be made by the IT service provider.
Whereas the CMS focuses on providing information relating to the configuration of the IT infrastructure, the SKMS has a broader scope which includes anything pertaining to the needs of service management, including:
* Experience of staff
* Records of peripherals
* Supplier and Partner requirements and abilities
* Typical and anticipated user skill levels.