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Knowledge Management
KM: Best Practices
Best Practice: KM / Review currency of published Knowledge articles
Best Practice: KM / Review currency of published Knowledge articles
Tags
KM-2
Knowledge
Statement of Best Practice
The Knowledge Management process incorporates a regular 12-month audit and review cycle to ensure that our published Knowledge Base (KB) content is current and relevant, and informs internal and external users
The assignment of procedures of unpublished or abandoned articles is intended to prompt (a) the completion and publication of valid proactive content, or (b) the elimination of redundant, incomplete, or irrelevant content
Contact
Knowledge Management Practice Owner
Reason for Best Practice
To provide our external self-service users with current and valid Knowledge content that is comprehensive and accessible
To provide our support teams with the information they need to solve repeat user-issues in less time
To provide our internal users with current and valid Knowledge content on group- and organizational-level processes, standards, procedures, and management tasks to continuously improve services
To reduce or eliminate the time spent in rediscovering or recreating group or organizational Knowledge
To reduce on-boarding time
Entities Affected by Best Practice
Knowledge Management practice owner is
responsible
for maintaining the currency of KB content
Service Owner or Group Manager is
accountable
for the user experience and the currency of related KB articles
Subject-matter Expert, an acknowledged authority who has particular knowledge on a subject, is
responsible
for review and update of content
Project Group
Responsibilities
Knowledge Management practice owner issues monthly reports of content due for review by the Service Owner or Group Manager
Service Owner or Group Manager executes or delegates currency review to those responsible and is accountable for the completion of the task
Assigns currency review to the group's Subject-matter Expert(s), if the person in this role lacks the technical knowledge to evaluate content
Executes article assessment and (a) completes content and approves article for publication, or (b) rejects content for elimination, according to the procedure listed below under Related Documents and Tools
Subject-matter Expert maintains the accuracy and currency of a group's articles
Executes article assessment and (a) completes content and approves article for publication, or (b) rejects content for elimination, according to the procedure listed below
Related Links, Reports, and Documents
55923: Knowledge Management Process
348532: Knowledge Base (KB)
MiamiOH.edu/KnowIT
56345: Knowledge Management (KM 2.0)
TeamDynamix (TDNext)
>
Tickets
tab >
Knowledge Base Reports
> KB Currency Review (Owner/SME)
TeamDynamix currency review report — auto-generated report sent to Service Owner/Group Manager and assigned Subject-matter Expert
Procedure: KM / Review currency of published Knowledge articles
Procedure: KM / Retire a Knowledge article to archive
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Related Articles (6)
Best Practice: KM / Curate published Knowledge content
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Procedure: KM / Add public-facing content to the KB
Procedure: KM / Retire a Knowledge article to archive
Procedure: KM / Review currency of published KB content
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Check out this article I found in the IT knowledge base.<br /><br /><a href="https://miamioh.teamdynamix.com/TDClient/1813/Portal/KB/ArticleDet?ID=24943">https://miamioh.teamdynamix.com/TDClient/1813/Portal/KB/ArticleDet?ID=24943</a><br /><br />Best Practice: KM / Review currency of published Knowledge articles
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