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