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WikiRevised - Background The Service Management Competency...

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Background The Service Management Competency within the IBM Corporation has been looking for a comprehensive, affordable, and reliable communication tool to immediately convey critical information to its Information Technology Delivery audience. Ensuring that all delivery resources are able to reach the same information, education, and business communications has been a task that has challenged the SM Competency since its inception. The core issue for several months has been availability of server accessibility, the timeliness and reliability of the system resources to communicate critical announcements, as well as overall cost and fiscal concerns. As the organization is driven by the “bottom line” and looking to be as profitable as possible, while still providing superior service and providing adequate tools and solutions to its employees, the “Wiki” tool appears to be an exceptional opportunity to consolidate information and meet many, if not all of the SM Competency communication goals. Recommendation Report for Service-Management Competency Introduction The recent introduction of the “Wiki” website tool on the IBM intranet is a viable and low-cost solution to this issue, and is becoming a widely-used resource within the corporation. The SM Competency within the IBM Corporation is relied upon by the IT- Delivery organization to convey critical company education and announcements – from Vice President Messages, to audit findings, to widely delivered education about new processes and procedures. The focus on consistency and reliability of resources has been
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