Have traditional approaches to knowledge management become unsustainable? Is there a new or better way to accomplish the same objective? Join this session to engage in a lively discussion with IT experts from CA Service Management about where knowledge management may be heading. For more information, please visit http://cainc.to/Nv2VOe

1. Tech Talk: Knowledge Management
of the Future for ITSM
Amy Chenard, Randal Locke
IT Service Management
CA Technologies
DO5T32T
@locra01
#CAWorld

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© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of
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For Informational Purposes Only
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Abstract
Have traditional approaches to knowledge
management become unsustainable?
Is there a new or better way to accomplish the
same objective?
Join this session to engage in a lively discussion
with IT experts from CA Service Management
about where knowledge management may be
heading.
Amy Chenard
CA Technologies
Sr. Principal
Engineering Services
Architect
Randal Locke
CA Technologies
Solution Account
Manager

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Agenda
KNOWLEDGE OF THE PAST
KNOWLEDGE TODAY
KNOWLEDGE OF THE FUTURE
HOW DO WE GET THERE?
1
2
3
4

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Knowledge of the Past
 Knowledge of the past:
– Developed on site
– Purchased and imported into the application
– Hard to manage
– Quickly outdated
– Highly customized, rarely controlled
Static

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Knowledge Today
 Knowledge Today:
– Exists in an external environment that is constantly changing:
 Search engines like Google
 Blogs
 Social Media
– Contains information internal to companies
 SharePoint
 Directories
– Should be combined and accessible to self service users
Is alive and moving

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Knowledge of the Future
 What is the Future of Knowledge?
– Searching all areas of knowledge (internal and external)
– Delivered where the consumer wants it (mobility or desktops)
– Fast, up-to-date information
– Delivered in the context of the request
Is uncontrolled and everywhere

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How Do We Get There?
 Products:
– Adapt to allow integrations from multiple sources
– Should be accessible to self service users on their devices
– Should be flexible to meet the needs of the agile environment
Keep up with Technology Advances

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Q & A

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For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15