Knowledge Management Process

Statement of Best Practice

The purpose of Knowledge Management is to provide a single customer experience for online interaction with IT Services.

  • Enable IT Services to improve quality of service, increase customer satisfaction, and reduce the cost of service by limiting the need to rediscover public-facing Knowledge    
  • Maintain a Service Knowledge Management System (SKMS) that provides access to Knowledge, information, and data that is appropriate for audiences
  • Gather, analyze, store, share, use, maintain, measure value and retire Knowledge, information, and data throughout the service provider organization

Contact

  • Process Owner: Em Smith
  • Process Sponsor: Brian Henebry
  • Assistant Director, IT Process and Planning: Bob Black

Roles and Responsibilities

           
Process Activities
Consumer
Author
Technical Reviewer
Editor
Service Owner
Knowledge Identification R R R R R/A
Select Model   R     R/A
Select Content Author   R/C/I     R/A
Draft Content   R C   A
Classify Content   R R R A
Technical Review   C/I R   C/A
Editorial Review   C/I   R/A  
Communication Planning   C/R   R R/A
Publish Content   R*/I I R/I* A/I
Notify Stakeholders I R   R R/A
           

Process Policies

  • The TeamDynamix Client Portal is the authoritative client-facing IT experience for service information, how-to, IT organization, project/portfolio, ordering, and tickets 
  • All public-facing IT Knowledge and information stored in the Knowledge Base should be created, reviewed, approved, maintained, controlled and disposed of following the Knowledge Management process
  • All public-facing IT Knowledge must have an owner 
  • All services must have supporting public-facing IT Knowledge content
  • All public-facing IT Knowledge content must be reviewed at least once per year
    • The service owner/CI owner is accountable for currency review but it may be performed by other parties
  • The process owner must audit public-facing IT Knowledge content to review categorization or usefulness and that the process is working as designed
  • All public facing IT Knowledge content should strive to achieve AA-level Web Content Accessibility Guidelines 2.0

Related Documents, Forms, and Tools 

 

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