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. By the end of the session, attendees will have learned how to: 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.