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Welcome to the Knowledge Management - Knowledge Manager learning. Click each tab below to find key learnings & information.

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              Introduction              ::

What is Knowledge Management

Knowledge Management is a methodology. It includes a set of practices and processes that focus on knowledge as a key asset for the support organization.

Purpose

Knowledge Management provides continuous quality improvement of the Knowledge Base. It enables a dramatic improvement in incident reduction by having actionable article information and root cause removal.

Goal

The primary goal of the Knowledge Management methodology is to provide the right knowledge for other Service Management processes, such as Incident & Problem. This ensures that the best possible levels of service quality and availability are maintained to:

• Restore normal service operation as quickly as possible
• Minimize an adverse impact on business operations

Benefits   {showhide title="See More ..." changetitle="Hide ..."}

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Leading & Lagging Indicators   {showhide title="See More ..." changetitle="Hide ..."}

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Additional Resources

• ITSM FAQs
• How Do I Demos
• Knowledge Specialist Role Overview Handbook

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                      Roles                      ::

4 Knowledge Management Roles   {showhide title="See More ..." changetitle="Hide ..."}

Click on each role for further information about the Knowledge Management roles and responsibilities.

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A Knowledge Specialist 1 is any person with an ITIL Role, a good understanding of the Service-now tool, and comprehends the UFFA concept (Use, Fix, Flag, Add).

As a Knowledge Specialist 2 (can be an Incident Specialist L1/L2), he/she should: Role model the re-use of existing knowledge articles and the creation of new valid, quality knowledge articles. Be an expert in the Knowledge Specialist 1 role. Have displayed technical expertise in the supported products. Work closely with the Problem Specialist to ensure the right knowledge transfer happens between the Problem Specialist, KS2 and KS1.

 

As a Problem Analyst (can be a Knowledge Domain Expert or Problem Specialist), he/she should: Ensure that ITIL processes have the right knowledge to be successful. They are most likely problem analysts and problem managers from Engineering and the Service Organizations they support. They are considered to be subject matter experts in their domain.

The Knowledge Manager is a single point of accountability for maintaining knowledge health for their service by leveraging Incident and Problem Managers in the virtual teams to sustain collaboration.

 

 

 

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Knowledge Manager Role   {showhide title="See More ..." changetitle="Hide ..."}

In general, a positive general Knowledge Manager can be a part-time role that can require up to 20% of your time. There are exceptions for large or new services that may require more time.

Criteria for a good Knowledge Manager

• Primary/Day Job should be in Incident or Problem Management (Specialist or Managers)
• Being an active member of the virtual team & attend the Knowledge Manager COP
• Recognize the Knowledge Specialist 1's & 2's for outstanding work based on:
  • Match Rate
  • Valid Knowledge Create Rate
  • Quality
  • Drafts reviewed & dispositioned in less than 7 days
  • Month to Month improvements

Responsibilities of a good Knowledge Manager

• Know & be aware of KS2's in your service area
• Schedule regular meetings to mentor & support KS2's
  • Partner with KS2 people managers to ensure healthy performance/expectations are set & the time needed to perform their role provided
  • KS2's may be spread across various organizations & may support multiple services
• Identify any issues/concerns to the Service Owner, Virtual Team and/or Process Owner/Analyst
• Partner with other process managers to ensure the Knowledge Management Process meets their needs, i.e.:
  • Top used articles are not duplicated & follow the quality guidelines
  • Work with Problem Specialists to improve the efficiency of top used articles.

Review Drafts

KS2's and Knowledge Managers should be reviewing the Draft and Review folders on a daily basis, for the first couple months after service implementation.

• Review the draft articles and work with the individuals creating new articles.
• Search for duplicate and follow up with KS1's who have created duplicate articles.
• Work with them & their managers if they are not matching or if the quality is not up to par.

Once your service matures, you will be able to move from a day to day review to more of a weekly review.

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Knowledge Manager Role:  Day 1   {showhide title="See More ..." changetitle="Hide ..."}

When starting the Knowledge Manager role, you may perform the following actions:

Refer to following examples:

Cutsheet Gather all KM and KS2's

This form is used to collect the Service Owner, Knowledge Managers and KS2's for the service. Keep the form information updated & current.

• Ensure you have collected all the Managers and KS2's for your Service. Each manager should have at least 1 KS2 reporting to them. If a Manager does not have a KS2 assigned they will have performance issue.

Performance Tracker

This form is used to collect and report the weekly/monthly reporting data for the Organization, Department and KS2 teams for the service.

• Monthly Performance Chart:  This simple chart will help you track who is performing Knowledge Management for your service. You should be able to get the last 4 columns of data from the reports you will run. You can use this report for manager communication. This will ensure that you keep on track of your KS2's performance and this will help you to validate any job or role changes for Managers or KS2's.

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      Performance Indicators      ::

Key Performance Indicators (KPIs)

The following reflects the KPIs commonly used for Knowledge Management information and reporting.

Match Rate Report   {showhide title="See More ..." changetitle="Hide ..."}

The Match Rate report:

• Highlights the number of articles matched vs. created. It shows if your Service is hitting the 90% Match Rate goal.
• Shows the service health. If there are more creates, it could mean more issues in the environment. This report is also helpful to Problem Specialists.
• Allows you to click into the stacks to review the Knowledge Specialist 2 performance. If the Team or Org is creating more articles than matching, there could be a training or behavioral issue that needs to be addressed.

Unmatched incidents will create new draft knowledge.

Click to view a demonstration how to create & use the Match Rate report.

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Create Rate Report   {showhide title="See More ..." changetitle="Hide ..."}

The Create Rate report:

• Measures the effectiveness of the Knowledge Management process as well as the Service to perform the Knowledge Management process by the rate at which knowledge articles are being created.
• Indicates the number of new Draft articles your Service is creating:
• At least 50% of your draft articles need to be published, the others should be deleted or sent back for re-work.
• The results of this report will show you the number of valid and invalid articles created by your service, during a predefined period, from this report you can reward or determine if there is a training or behavioral issue that needs to be addressed.
• All newly published articles should be of high quality and contain multiple search terms to increase findability.

An Auto-Delete feature runs on draft articles in the Draft folder that have not been updated in 15 days. These articles are moved to the Deleted folder. An Auto-Purge feature removes all deleted articles in the Deleted folder that are over 30 days old.

Click to view a demonstration how to create & use the Create Rate report.

Example of a service NOT in control This graph shows a service that is not in control. Notice the high amount of Draft articles present. Ideally the number of draft articles shown should be very small.

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Open Draft Timeline Report   {showhide title="See More ..." changetitle="Hide ..."}

The Open Draft Timeline report:

• Identifies drafts that should be Published, Deleted or sent for Review in 7 days or less.
• Indicates articles in Review that should be Published, Deleted, or sent for Rework in 7 days or less.
• Shows Draft or Review articles > than 14 days that need to be addressed by the appropriate Knowledge Specialist 2.

When everyone is performing their roles correctly, the graph should be empty or flat.

Click to view a demonstration how to create & use the Open Draft Timeline report.

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Top Used Knowledge Articles Report   {showhide title="See More ..." changetitle="Hide ..."}

The Top Used Knowledge Articles report:

• Ensures > 60% of your knowledge articles in the knowledge base are being used. If you have too many unused articles, it can create searchability issues with potentially more duplications.
• Ties data metrics with top articles that are of high quality and are not duplicates.
• Enables stronger working relationships with your Incident and Problem Managers regarding top used articles to identify Incident/Service request reduction possibilities.
• Streamlines processes to perform quarterly knowledge base cleanup to keep your knowledge healthy.

Click to view a demonstration how to create & use the Top Used Knowledge Articles report.

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  ||  Completion  ||  ::

Click    when you are finished.

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