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Chapter 6 ■ Service Transition For example, “54 incidents were raised yesterday and 23 services have been offered to customer ABC” means a whole lot more than the using just the numbers themselves. To create information, data should be padded with contextual information, answering questions pertaining to who, what, when, or where. An example is shown in Figure 6-8. Context Information Who, what, when, where? Data Understanding Figure 6-8. Adding data to information Information exists in various forms. It can be embedded in a document, in an e-mail, or PowerPoint presentation. However, the key or the main purpose of storing information is to retrieve information when it is needed. Also information is meant to be reused, rejigged, and ported for various tangential and derivative needs. 6.4.4.3.3 Knowledge “Knowledge is power” is a popular aphorism derived from the Latin phrase scientiapotentia est. It is a powerful weapon to possess because it is a culmination of people’s experiences, ideas, thoughts, and insights. The result of all these factors transforms information into knowledge. Knowledge is composed of the tacit experiences, ideas, insights, values, and judgments of individuals. In the process, the knowledge tries to answer the “how” part of the information. How did the 54 incidents get raised? How are we offering 23 services to the customer? Figure 6-9 illustrates the question asked for transforming information to knowledge. 146
Chapter 6 ■ Service Transition Context Knowledge How? Information Who, what, when, where? Data Understanding Figure 6-9. Data to information to knowledge The answers to these questions require excessive analytical skills, and sound analysis is made possible by the person doing it. 6.4.4.3.4 Wisdom Wisdom is the highest echelon in the knowledge management process. While data, information, and knowledge lie in the reactive quadrant, capturing, recording, and analyzing events, wisdom sits on the pro-active front, making decisions in tune with the process and organizational objectives. The outcome of knowledge, which is the result of the analysis, is leveraged to make sound decisions. These decisions can potentially have a lasting impact on the services offered and the future of the company. Therefore, wisdom is placed in the top-most tier as it has the most potential to impact the service provider. Wisdom creates value for the service provider organization and for the customer. Remember that services exist to create value. They create value by asking the most basic question: Why do we do what we do? By tackling the source and by keeping their sights on the targets, the wisdom of people helps organizations achieve their goals through informed decisions. This is depicted in Figure 6-10. 147
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 7 ■ Service Operations 7.
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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