Purpose
- To provide targeted guidance in performing a role-based Knowledge Exit Interview (in addition to the core question bank)
User
- Knowledge Management (Facilitator)
- Departing Staff Member (Subject Matter Expert)
- Manager / Asset Owner / Group Leader
- Successor / Backup (if available)
Guidelines
A. Systems Administrator / Infrastructure
Focus
Stability, recovery, and hidden dependencies
- Which systems are most fragile or failure-prone?
- What breaks first during outages or peak load?
- Where are backups, restores, or DR processes non-obvious?
- What access is difficult to re-create?
- What maintenance tasks are calendar- or person-dependent?
Key Artifacts
- System inventories
- Runbooks / recovery guides
- Access and credential maps
B. Service Owner / Product Owner
Focus
End-to-end service health and stakeholder expectations
- What defines “good service” from user and leadership perspectives?
- Which SLAs matter most in practice?
- Where does the service rely on goodwill or manual intervention?
- What decisions are routinely escalated to you?
Key Artifacts
- Service playbooks
- Stakeholder maps
- Decision logs
C. Identity & Access Management (IAM)
Focus
Risk, exceptions, and compliance
- Which access rules have the most exceptions?
- Where does policy differ from practice?
- What requests make you uneasy — and why?
- What audits or reviews require tribal Knowledge?
Key Artifacts
- Access models
- Exception handling guides
- Audit evidence maps
D. Knowledge Management / ITSM
Focus
Flow of Knowledge and decision-making
- Where do people go when documentation fails them?
- What Knowledge is repeatedly recreated instead of reused?
- Which processes rely on personal judgment?
- What signals tell you Knowledge is missing or outdated?
Key Artifacts
- Knowledge gap logs
- Content standards
- Governance decision records