So let’s get deep. I will continue with the Knowledge management process and here is content for each of it's sub processes.
Knowledge management process - Part two, the sub processes.
- Identify, record and approve knowledge
Objectives:
- To identify and process any potential knowledge
Main focus:
- Process draft knowledge articles relevant to support and maintain an application, system or IT service
- Validate and approve draft knowledge articles to enable accessibility and usability to relevant audiences
Stakeholders:
- Service Delivery Managers
- IM/PM Manager
- Change Manager
- Service Desk Manager
Measurements:
- Time between draft, creation, review and approve
- Amount of articles reviewed by Knowledge Coaches
- Amount of articles reviewed by others than Knowledge Coaches
- Amount of draft knowledge articles created from change Management
- Amount of draft knowledge articles created from support issues
Key functions/roles:
- Knowledge Manager
- Knowledge Coaches
- 2nd & 3rd Line support
- Change Manager
- Transfer Knowledge
Objectives:
- Document knowledge from Change management (proactively)
- Document knowledge from support handling (reactively)
- Ensure accessibility and availability for the knowledge target operator, group or audience
Main focus:
- Ensure accessability, findability and usability of the articles by those who are to use it
Stakeholders:
- Knowledge Manager
- Service Desk Manager
Measurements:
- Amount of knowledge articles created from Change management
- Amount of knowledge articles created from support issues
- Number of knowledge repositories used and maintenance of them
Key functions/roles:
- Service Desk
- 2nd & 3rd Line
- Monitor Knowledge
Objectives:
- Monitor knowledge articles to aid in support and management of IT services
- Monitor and evaluate the quality and rating of knowledge
- Monitor and evaluate the Use and effectiveness of knowledge
Main focus:
- Monitor quality and use of knowledge articles to optimize usability of content
Stakeholders:
- Knowledge Manager
- Service Delivery Managers
- IM/PM Managers
- Service Desk Manager
- Change Manager
Measurements:
- Usage of knowledge articles
- Average reuse of knowledge articles
- Amount of knowledge searches leading to incident resolution
- Rated quality of knowledge articles
- Monitor usage trends of knowledge articles
- Monitor searches that does not provide relevant knowledge
Key functions/roles:
- Knowledge Manager
- Service Desk
- 2nd & 3rd Line
- Review, validate and retire knowledge
Objectives:
- Review and update knowledge articles to improve their quality and level of reuse
- Ensure that only relevant knowledge is available by validating content and retire and close irrelevant content
Main focus:
- Correct and improve knowledge article content and searchability
- Fix incorrect knowledge articles or flag them for review
Stakeholders:
- Change Manager
- Service delivery managers
- Service Desk Manager
Measurements:
- Amount of articles flagged for review
- Amount of articles retired and closed
Key functions/roles:
- Service Desk
- 2nd & 3rd Line
- Knowledge Manager
- Change Manager
Next post in this series: What is process design (my way) post 5(5). Summary.
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