when you are finished.
Welcome to the Knowledge Management - Knowledge Specialist 1 learning. Click each tab below to find key learnings & information.
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Introduction ::
Knowledge Specialist Level 1: Role
The Knowledge Specialist Level 1 role supports several key functions. These functions include
- Role model creating valid, quality knowledge articles; reuse of existing articles as appropriate.
- Demonstrate a good understanding and use of the Service Management Platform Tool.
Knowledge Specialist Level 1: Responsibilities
The following responsibilities identify skills and abilities to successfully perform the role needs. A Knowledge Specialist Level 1 should:
- Understand & apply the Knowledge Management Quality Guidelines & Authoring standards.
- Apply due diligence to effectively search for knowledge articles (and continue ongoing searches where/when needed).
- Use appropriate and varied keywords when performing knowledge article searches.
- Execute the UFFA Methodology: "Use-It" | "Flag-It" | "Fix-It" | "Add-It" (create new knowledge articles when required).
- Capture and document incident information in the context of the end user.
- Structure quality information for documentation access and reference.
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If an incident is resolved without searching & attaching an existing article, a NEW draft article will be created from the work notes. These articles are reviewed, deleted, sent back for re-work, or are published by a Knowledge Specialist Level 2. |
Additional Resources
The following resources provide further learning opportunities and additional information:||||
Service Structure | Process Flow::
Knowledge Management: Service Structure
The data values of Service, Service Component, Support Skill, and process steps including an Escalation path and the Service Level Agreement are defined and configured by the Service. Therefore, these values vary from one service to another because each Service is set up uniquely. However, the functional group can only choose the Roles from the predefined set of values.
| For example, in the Knowledge Management process only the following roles can be used: | |
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| Click to view a demonstration how to View Service Roles in the Service-Now Tool. |
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Knowledge Management: High Level Process Flow {showhide title="See More ..." changetitle="Hide ..."}
In the high level Knowledge Management workflow, the Incident Specialist starts with the Search functionality. If the initial search found the incident, the Incident Specialist would use the article to resolve the problem. If during use, it is discovered that the article is incorrect in anyway, missing steps, or is obsolete, the Incident Specialist would Flag or Fix (edit) the Article.If the initial search was unsuccessful, the Incident Specialist would search again by changing the search criteria (a minimum of 3 searches is needed). After exhausting several searches and an article still is not found to solve the customers issue, the Incident Specialist would Research or Escalate the incident while working to resolve the incident using a newly created knowledge article. Once a new article is created, it is then used for the current and future process flow steps.
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| Click to view a demonstration how to Edit Knowledge Articles. |
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Knowledge Articles ::
UFFA Model
The UFFA Model (Use It | Flag It | Fix It | Add It) illustrates how articles are used and managed in Knowledge Management. This model provides efficiency based on the sequence of the 4 steps.
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The existing article may be more efficient than your personal solution, if it is not Fix-it (Edit-it), add your personal solution and optimize it. It will avoid creating duplicates of existing knowledge articles. When existing knowledge is used, the necessity to re-document the steps in the work notes section is avoided, all you need to do is attach the article to the incident or problem and then resolve and close. |
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Flag an article for Deletion if it is obsolete. Flag an article is you find something is wrong, however you do not have the knowledge to correct it. You can also Flag an article for typos, to add new keywords or phrases to increase the findability of an article. |
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Fix an article something is wrong or missing and you have the technical expertise "Fix-it"! Fix an article which has missing or incorrect steps. Fix an article if it has typos, to add new keywords or phrases to increase the findability of an article. |
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Add a new article ONLY if you have exhausted the Search capability. Add a new article if it is the first time an incident has been reported and no valid knowledge article already exists. When adding a new article capture the problem from the customers perspective. |
Knowledge Article: Lifecycle {showhide title="See More ..." changetitle="Hide ..."}
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The Knowledge Article is a living document, continuously moving through a lifecycle.
- The Knowledge base is used to search for an Article. That article is used to solve an issue.
- Feedback can be added to an Article to update it and make it better, or mark it for deletion if obsolete.
- Articles can also be edited: content changed, added and updated thus ensuring that it is the most up to date version available.
- If no article is found, a new article can be created from the Incident work notes, from a Problem ticket or the new article section.Those articles once Reviewed or Published are available for search and use, starting the entire cycle over again. Ensuring that the articles are continuously being updated and improved each time they are used.
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Knowledge Article: New Article {showhide title="See More ..." changetitle="Hide ..."}
The new Knowledge Article will automatically be attached to the Incident ticket upon resolution. Create a new Knowledge Article only if: No knowledge article exists or the incident is reported for the first time.
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The Short Description will become the knowledge article title & the work notes wil become the solution. Remember: DRAFT ARTICLES are not available in Search. The article must be in a Review of Published workflow. |
| Click to view a demonstration how to Add a New Knowledge Article record. |
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Knowledge Matching & Key Concepts {showhide title="See More ..." changetitle="Hide ..."}
- Facilitates knowledge sharing or transfer among the IT support personnel.
- Enables performance measurement of the individuals in the support team.
- The knowledge base is searched to determine if there is a pre-existing knowledge available.
- A Knowledge Management Database saves time and allows for minimal work notes.
- By leveraging the knowledge records, you immediately are linking to how do I's, work around, problem records, and Known Errors.
- Building and Refining the knowledge base will reduce the number of escalations that go to the Incident Specialist.
| Click to view a demonstration how to Search For Knowledge Article. |
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Internal Articles vs. Public Articles {showhide title="See More ..." changetitle="Hide ..."}
Knowledge article can be either:
- Internal Facing articles
- Only support personal can view and use them.
- Public Articles
- All of Intel can view and use them. Most of the time public article will be How Do I's. You will create or update existing article in the E2E application. However public articles will be searched for in the new IT Portal application.
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| Click to view a demonstration how to Create a New Public Article. |
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| Click to view a demonstration how to Edit/Update an Existing Internal Article to Public. |
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Service-Now Tool ::
Service-Now: Tools & Navigation
The Service-Now tool is used to manage service articles. The following information provides you quick learning for how to use Service-Now to search for an existing article, or how to create a new article.
Search For an Existing Article
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Open the Service-Now tool and use the left navigation bar. Scroll down to the Knowledge Base, and click on View or Quick Search.
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After selecting either View or Quick Search, the Knowledge Search window opens.
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Create a New Article
| Step | Action |
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Scroll down to the Knowledge Base, if you use
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In the add a new article screen, you will see the small magnifying glass, these are search buttons, you can use these buttons to locate your Business Service or service group (they also have the type ahead feature)
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Article Type, it will always populate with the "How Do I" you will need to use the Drop down to change this. {showhide title="Show Image" changetitle="Hide Image"} |
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On the top menu bar, you will find the Save and Submit buttons, you will also see the WIP (Work in Progress) and Request Review button. You can select WIP if you're still working on the article, assign it to yourself and change the workflow it will move to the WIP folder.
If you're ready for your article to be published you will need to select Request Review. Remember when you click Request Review your article will be searchable. {showhide title="Show Image" changetitle="Hide Image"} |
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|| Completion || ::
When you have completed the learning in this content, click the below Track Completion button.This allows the IT Service Management team to know that you have completed this learning and are prepared for relevant next steps.
when you are finished.
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