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Colloquium Speakers and Presentations |
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| Knowledge Management for ITSM |
T R Srinivasan, Vice President and Chief Delivery Officer
Microland |
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Effective ITSM relies on the ability of organization's operations to consistently deliver quality across every transaction and every team member.
In today's working environment, where IT operations are increasingly delivered on a 24x7 basis, it is important that the knowledge and capability is consistent across every shift. During any transaction, a learning obtained, should be made available automatically to all team members to enable them apply the knowledge to a similar or related transaction. Any reinventing of the wheel would result in a waste of time, effort and resources. Knowledge management as a practice plays a vital role in ensuring this.This session expands on the role that knowledge management plays in ITSM and ways of implementing the same in typical IT operations. The Author will use the knowledge management initiatives within their organization, to illustrate some aspects of this subject.
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T R Srinivasan, also called as TRS, comes with over 19 years of industry experience. In his current role, TRS is responsible for Microland’s Service Delivery Strategy and Operations on a global basis. He is also responsible for training, development and quality initiatives, service automation and practice creation at Microland.
TRS brings an excellent mix of technology, process and quality understanding, along with strong people and business management skills. He holds a Bachelor of Engineering in Electronics and Communications. He is also an active CII member and is part of the CIO group and the Innovation group. |
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