Body
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:
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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
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R
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R
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R
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R
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R/A
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Select Model
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R
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R/A
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Select Content Author
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R/C/I
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R/A
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Draft Content
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R
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C
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A
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Classify Content
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R
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R
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R
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A
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Technical Review
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C/I
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R
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C/A
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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
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R/A
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Publish Content
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R*/I
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I
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R/I*
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A/I
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Notify Stakeholders
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I
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R
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R
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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 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:
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