KM Initiative Pilot..
Validation is the fourth phase of the proposed framework; it deals specifically with the components required to launch a CRM Software system such as the formalisation of the community of practice or user group
For the specific ITIL Service Desk initiative, the testing and update of the KM initiative pilot and the definition of all processes required to maintain the knowledge base once launched. Methodology processes applicable to this step include pilot launch, review and update of the pilot and knowledge maintenance processes.
The last phase in the proposed framework is implementation. This phase focuses on the publishing of the signed off KM base and all processes related to the communication and change management of the effort in order to facilitate user adoption. The maintenance and support processes defined are activated in order to build the knowledge base initiative launched and to facilitate continuous improvement and innovation cycles. Regular and active measurement and reporting of the KM effort is implemented and any key issues identified are addressed. The specific methodology procedures for this step are publishing, communication and change management, maintenance and support and measurement and reporting.
The proposed methodology describes the procedure and steps to be followed and is aligned with the proposed framework. This is reflected in Table 3. Table 3 also describes artefacts of each procedure within the methodology. The proposed framework is cyclic and iterative and a shorter or longer cycle can be utilised as required by the organisation once the overall strategy is completed (Step 1). It is essential - as experienced in the proof of concept - to design for the enterprise and to implement initiatives in a phased.
