By Stuart D. Galup & Ronald Dattero
Efficient and effective processes and knowledgeable employees separate high-performing organizations from average or low performing organizations. This paper discusses a five-step method to focus IT Service Management processes on the knowledge needs for each role and identify the employee who possesses the needed knowledge. This five-step method employs a Dynamic Network Analysis (DNA) model that includes three classes (persons, roles and knowledge) and four important relationships between and within these classes.