Today Jack Probst presented to the itSMF Higher Education Special Interest Group (SIG). The presentation is to be posted on the SIG web site. The CMDB and the service catalog are very closely related. The CMDB starts with services anyways, and the service catalog is the list of services. Potential service catalog categories:

• Application Based Services (e.g. Customer Support Services)
• Hosting Services (e.g. Data Center services)
• Desktop Services (e.g. mobile devices)
• Shared Services (e.g. data LAN)
• IT Professional Services (e.g. Service Management, Procurement)

Cross-posted to http://www.educause.edu/blog/borwick/SummaryRibbonsintheSkyACustome/173072.

Julie Leary and Amy Martin from Towson University gave this presentation, "Ribbons in the Sky: A Customer-Focused Approach to Implementing Change."

Carlyn Chatfield, Manager – IT Technical communications at Rice University, has been using Confluence for their enterprise-wide wiki for a couple of years and presented a really nice poster display of their success with the tool. Their wiki is rooted in sharing IS-related information, but future expansions will include content from all departments.

Check out Rice University’s wiki implementation: https://docs.rice.edu/confluence/dashboard.action

Also, check out their wiki-related podcasts: http://itpodcasts.rice.edu/

Predecessors/Before You Begin

"Knowledge management" is an ITIL process, first introduced in ITIL as of version 3. The scope of this process can be very broad, potentially including

• self-service knowledge bases for end users
• intra-department knowledge transfer, such as internal documentation and communication systems
• compiling information from other ITSM processes
• data visualization