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Knowledge Management

Knowledge Management . Process Details & Tool Highlights April 2011. Agenda. Knowledge Management Process Details ITSM Tool Highlights Q & A Resources Training Information. The content is the key!. Why are we doing this.

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Knowledge Management

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  1. Knowledge Management Process Details & Tool Highlights April 2011

  2. Agenda • Knowledge Management Process Details • ITSM Tool Highlights • Q & A • Resources • Training Information

  3. The content is the key! Why are we doing this

  4. If you needed to ask someone a question, then you must put both question and answer in the Knowledge Base. You should've found both there to begin with. --Wise Help Desk Guru

  5. Knowledge base definitions • The computerized collection, organization, and retrieval of knowledge. • A collection of related experiences and their results. These results can then be related to problems and solutions.

  6. Reference Docs Problem Solutions What goes in the ITSM KB? How To’s • Content that solves reported incidents or problems of systems that ITS supports. • Information that helps resolve an incident or finds root causes to a problem. This may include solutions or workarounds. • Also included are documents that support ITSM itself, and are used by staff who support ITSM. Known Errors Work Arounds ITSMKB Knowledge

  7. Key takeaway • It is an ITS tool • NOT a Service Desk tool • Think of the KB as a living and breathing entity. • Maintaining the documents is how the KB is kept alive. • Give feedback • Don’t expect the Service Center to update documents: if it’s yours or your group’s update it!

  8. KB users don’t see themselves as accountable How do we engage themabout maintaining documents?

  9. Author Roles • Assignee The following roles and user types are participants in the Knowledge process. In many cases, they are interchangeable. • Support Group Administrator • KM Process Manager • KM Process Coordinator

  10. One stop shopping! the new knowledge console

  11. G H I J L K D E M F N

  12. If someone wrote about it, you will be able to find it Search

  13. Searching for a Knowledge document • Simple Search • Keyword search • Returns Knowledge documents, Incident, Problem, and Known Error records • Search from Incident, Problem and record, • Advanced Search • A defined search using search parameters and search criteria • Advanced Search Field Description available.

  14. Give your colleagues the benefit of your deep reservoir of knowledge Write

  15. Write • No longer need mandatory review • Self publish • For external documents (in the future), there will be a mandatory review • Knowledge Management Document Writing Guidelines

  16. Give your colleagues the benefit of your deep reservoir of knowledge, Part II Review

  17. When do reviews happen? • Ad hoc • Feedback mandatory • Request routed via Coordinator • Scheduled • Concerns every document • Request routed to Support Group Manager

  18. Questions What are key things I need to know? Are you curious why the processes were changed? What are key things you need to know? Are you wondering what the expectations are?

  19. Resources • ITS Backstage page: https://backstage.itcs.umich.edu/itsm/ • Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/ • Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/itsProcessImplementation/Lists/Feedback/AllItems.aspx

  20. Training • Incident Process Presentation: April 6 & 7 • Problem Process Presentation: April 19 & 21 • ITSM Online Learning & Job Aids AVAILABLE: May 10 • Knowledge Process Presentation: April 26 & 28 • Change Process Presentation: May 2 & 4 • Support Group Admin Training: May 3 & 5 • ITSM Information Webinar: May 9 & 12 • ITSM Lunch & Learn: May 16 & 18 • ITSM User Labs: May 17 & 19

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