Click    when you are finished.

Welcome to the Knowledge Management - Knowledge Specialist 2 learning. Click each tab below to find key learnings & information.

{magictabs width="100%"}

             Introduction             ::

Knowledge Specialist Level 2:   Role

The Knowledge Specialist Level 2 role supports several key functions. These functions include

• Review articles for publication
• Retire unused knowledge and republish older/modified knowledge
• Delete invalid or inaccurate knowledge
• Send weekly reports to the Knowledge Manager
• Act with accountability for the Knowledge Specialist Level 1's that you work with
• Work with the Knowledge Specialist Level 1's on areas of improvement, and support their learning on needed processes and tools.

Knowledge Specialist Level 2:   Responsibilities

The IT organization is able to gather, analyze, store, and share knowledge & information to improve efficiency by reducing the need to rediscover knowledge. A Knowledge Specialist Level 2 (KS2) has the highest level of expertise in the subject matter supported. KS2's are responsible for publishing and validating articles that are beyond the expertise of a Knowledge Specialist Level 1.

The following responsibilities identify skills and abilities to successfully perform the role needs. A Knowledge Specialist Level 2 should:

		The Knowledge Specialist Level 2 reviews and publishes Draft and Edited articles. The KS2 also manages the work performed by the Knowledge Specialist Level 1 that the KS2 works with. The KS2 accesses reports to ensure the knowledge process was followed by reusing -- rather than creating -- duplicate articles. The KS2 should not be working with more than 10 KS1's on a continuous basis. If your service has more than 10 KS1's, consider moving at least 2 of them into the Knowledge Specialist Level 2 role.
		The Knowledge Specialist Level 2 and the Knowledge Manager review the Draft and Review work folders on a daily basis during the first several months after Service Implementation. The review process allows you to Review the draft articles and work with the individuals creating new articles. Search for duplicate articles and follow up with all KS1's who have created duplicate articles. Work with each KS1 and their manager if articles are not being properly matched, or if work quality is not meeting standards. Once your service matures, the KS2 can move from a day-to-day review to a weekly review cycle.

If an incident is resolved without searching and attaching an existing article, a NEW draft article is created from the work notes. The new articles must be reviewed, deleted, sent back for re-work, or published by the Knowledge Specialist Level 2.

Additional Resources

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

||||

    Service-Now Reports    ::

Report # 1:   Knowledge to Incident Match Rate Report   {showhide title="See More ..." changetitle="Hide ..."}

The report provides key indicators and evaluation metrics to identify where performance improvement opportunities may exist. The report displays the number of articles matched versus created (new). This information allows you to manage:

• Are you hitting the 90% Match Rate goal for your service.
• Are there potential environment issues causing more new article creates to occur. This report is also helpful to Problem Specialists to identify high volume ticket issues.
• Is the Knowledge Specialist Level 1 performance trending with a high number of 'new' creates occurring. This may indicate training or behavior needs that should be addressed. The goal is ensure KS1s are using the right knowledge, not just attaching anything to improve their match rate. When looking at the graph, you can click on the # of the matched articles and randomly check individuals to make sure that the correct article to the incident is applied.

Click to view a demonstration how to Create & Use the Knowledge to Incident Match Rate Report.

{/showhide}

Report # 2:   Knowledge Review Report   {showhide title="See More ..." changetitle="Hide ..."}

• How many new articles are being created for your Service based on reviewing the number of open Draft articles.
• The quality of the articles produced by the Knowledge Specialist Level 1 team based on reviewing the draft articles.
• The appropriate disposition of open Draft articles by the Knowledge Specialist Level 2 to a published or deleted state as soon as possible. Articles should be in the Draft state no longer than 1 day.

{/showhide}

Report # 3:   Create Rate Report   {showhide title="See More ..." changetitle="Hide ..."}

• The effectiveness of the Knowledge Management process and service provision measurement.
• The volume number of new Draft articles your Service creates. At least 50% of the Draft articles need to be published while the remaining should be deleted or sent back for re-work.
• Identification of valid newly created articles based on the number of deleted Draft articles created by the service during a predefined period.
• High quality standards for all newly published articles, including the containment of multiple search terms that increase search result capabilities.

Click to view a demonstration how to Create & Use the Create Rate Report.

An auto-delete feature will run on Draft articles in the Draft folder that have not been updated in 15 days. These articles are moved to the Deleted folder. There is also an auto-purge feature that will remove all the Deleted articles that have been in the Deleted folder over 30 days old.

{/showhide}

Report # 4:   Search Log Report   {showhide title="See More ..." changetitle="Hide ..."}

The Search Log Report is used to view individual KS1 searches on any given day.

Click to view a demonstration how to Create & Use the Search Log Report.

{/showhide}

||||

 Knowledge Centered Support ::

Knowledge Centered Support

The Knowledge Centered Support (KCS) model utilizes the knowledge and expertise of 3 key stakeholders:    the Customer,    the Analyst,    and the Organization.   The knowledge expertise from 3 stakeholders is used to create solutions. The knowledge captured: provides context for the content documented (in the customer's words) improves readability promotes consistency documents information about the environment enables the transfer of Tacit information to become Explicit information.

Double Loop Process   {showhide title="See More ..." changetitle="Hide ..."}

The Double Loop Process includes iterative steps involving 2 core process:  the Solve Loop  and  the Evolve Loop. Both loops enable continuous improvement and ongoing evaluation. The Solve Loop is the individual workflow created by the problem solving process. It is primarily the activity of the Analyst. The Evolve Loop is the continuous improvement process that integrates the individual processes with the organizational processes.

{/showhide}

Knowledge Matching & Key Concepts   {showhide title="See More ..." changetitle="Hide ..."}

• Facilitate knowledge sharing or transfer among the IT support personnel.
• Enable performance measurement of the individuals in the support team.
• Determine if there is any pre-existing knowledge available using the knowledge base search.
• Save time and minimize work notes leveraging the knowledge management database resources.
• Link and connect to "How Do I" steps, work arounds, problem records, and known errors via knowledge records in the knowledge management database.
• Build and refine the knowledge base to reduce the number of escalations that go to the Incident Specialist.

Click to view a demonstration how to Search For a Knowledge Article.

{/showhide}

High Level Process Flow   {showhide title="See More ..." changetitle="Hide ..."}

In the high level Knowledge Management workflow, the user starts with the Search functionality. If the initial search finds the incident, the article is used to resolve the problem. If during use it is discovered that the article is incorrect such as inaccurate steps, missing steps, or is obsolete, the user should Flag or Fix (Edit) the article. If the initial search is unsuccessful, the user searches again by changing the search criteria (a minimum of 3 searches should be performed). If after exhausting the search and an article to solve the customer's issue is still not found, the user should research or escalate the incident. While resolving the incident a new knowledge article is created for reference and use in future similar incidents.

Click to view a demonstration how to Create a New Public Article.

Click to view a demonstration how to Review & Publish an Article.

Click to view a demonstration how to Update an Existing Internal Article to Public.

Click to view a demonstration how to Edit Knowledge Article.

{/showhide}

Service-Now Tools & Navigation Tips   {showhide title="See More ..." changetitle="Hide ..."}

Step	Action
1	Using the left-hand navigation channel, identify and use the: Knowledge Base Area In the Articles section, you can review the Draft folder, Review folder, and Feedback folder. In the KCS section, you can use the Search Log feature.   Reports Area You can use the View/Run feature to find canned reports for your use or to create your own unique reports.
2	Use the Gear icon to personalize column lists. Clicking the Gear icon opens a pop-up box where you can add or remove which columns you want to display. Note: Where you see the Gear icon  in the Service-Now tool, you can personalize the columns for that screen.

{/showhide}

||||

  ||  Completion  ||  ::

Click    when you are finished.

{/magictabs}