SKMSService Knowledge Management System (ITIL version 3)
SKMSSignal Knob Middle School (Strasburg, VA)
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Forty-four percent of respondents reported that their organizations are using a SKMS.
This survey validates that when an SKMS is used to correlate and present all relevant service information in a single view, companies eliminate silos of information, resulting in dramatic improvements that are driven by leveraging the entire body of service-related knowledge.
A clear distinction for organizations whose revenue exceeded $200M annually was a material correlation between their use of a SKMS and high rates of incident resolution, where a majority of incidents were resolved with a single call for support.