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

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

Roles and Responsibilities

  • Consumer:
  • Author:
  • Technical Review (Subject Matter Expert):
  • Editor:
  • Service Owner:

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 Service Catalog or 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. 

Definitions 

  • Public-Facing Article:
  • Internal-Facing Article:

Related Documents, Forms, and Tools 

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