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Achieving True Situational Awareness with the Service Knowledge Management System


About the Program

IT-centric businesses continue to seek out ways to maintain service availability and reduce mission disruption despite the processes, tools, and data available to them. Organizational information is at their fingertips, but it’s not centralized, organized or easy to report, so they continue to struggle to achieve a true ITSM integration.

In this session, ITSM expert Jessica Alfaro from Acuity addresses common technical and cultural roadblocks to situational awareness in IT organizations and best practices for achieving a break through.

Business managers will review the Service Knowledge Management System (SKMS) concept and how they may use it to enable enterprise situational awareness, reduce downtime, and gain the knowledge needed to make proactive decisions regarding the health of critical IT services.

Key Takeaways for Attendees

  • Recognize internal sponsors and champions who can help to break down cultural silos and share "tribal" knowledge.
  • Identify critical components and tool integrations to build a useful SKMS (e.g., Configuration Management System (CMS), CMDBs, ITSM system, event monitoring, reporting, and dashboard solutions).
  • Determine the proper processes and training required for successful adoption.
  • Understand how the SKMS can be used as an authoritative source for populating operational dashboards.

About the Speaker

Jessica Alfaro has over 15 years of experience providing consulting services in IT Service Management and Enterprise Management disciplines for the Federal Government and Intelligence Community. She delivers value to her clients by helping them capitalize on their service management investment. She provides the strategy and vision supporting multiple process automation improvement efforts using best in class service management tools. She enjoys collaborating with her colleagues, sharing experiences, and delivering value along the way.


12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends

About the Location

Beyond 20
1325 G Street NW, Suite 1020
Washington, DC