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Introduction

The Introduction section is reserved for the client to use to describe the background and purpose for this process.

Overview

A Process is a set of linked activities that transform specified inputs into specified outputs, aimed at accomplishing an agreed-upon goal in a measurable manner. The process definition laid out in this document further breaks down these Activities into Tasks, each of which have a complete set of attributes defined such as workflow, data and tool specifications and the role(s) responsible for executing the tasks.

The document also includes process goal and objectives, metrics, role definitions, policies and other process related attributes. A Visio file can be found in the Appendix of this document and in the eProcess tool under "Attachments & Links". It contains Cross-Functional Flow Diagrams (CFFDs) for each of the activities of the process.

Process Description

This process strawmodel is compliant with the concepts depicted in the ITIL® V3 framework.

The Knowledge Management process provides the ability to deliver quality by providing the ability to store/capture, share, and re-use data and information; consistently and accurately. It provides a means of storing "head knowledge" for everyone to use.

However, while Knowledge Management provides the information and data that drives the management of knowledge, details related to asset and configuration management are excluded from this process.

Goal

The process goal describes a specific purpose or achievement toward which the efforts of the process are directed. Each ITSM process has a specific focus and when combined with the other ITSM processes, forms a comprehensive framework for delivering and managing services.

* Process Goal - The goal of the process is to manage data and information; ensuring that it is available, reliable, and secure. This will aid in improving management decision making.

Objectives

Process objectives describe material outcomes that are produced or achieved by the process. The following is a list of objectives for this process:

  • Portal - To provide a portal or channel for accessing the knowledge repository.
  • Manage Knowledge - To manage the knowledge based on information and data.
  • Continuous Improvement - To regularly review the goals and objectives of the process; compared to business requirements.
  • Timeliness - To provide knowledge (data and information) in a timely fashion, leading to improved efficiency.
  • Accuracy - To ensure the accuracy of the knowledge repository.
  • Improved Service Quality - To improve the quality of service by enabling service provider efficiency.
  • Increase Satisfaction - To increase satisfaction by improving the quality of service provision.

Inputs

Process inputs are used as triggers to initiate the process. They are also used by the process to produce the desired outputs. Inputs are provided by users, stakeholders or other processes. Inputs are measurable in terms of quantity and quality.

Name

Description

Supplier

Information Request

A request for information is made through contact with the Service Desk or through a self-service portal.

Requester

Policy Updates

Policy updates (e.g., content of the knowledge repository).

Process Owner

Knowledge Content

Data (including known errors, process maps, workarounds, etc.) is captured for analysis in the process.

Other processes (e.g. Problem Management, Capacity Management, etc.)

Submission Request

A request to submit content to the knowledge repository.

Requester

Status Update

An inquiry of the status of an existing request

Requester

Outputs

Each process produces tangible outputs. These outputs can take the form of products or data and can be delivered to a user or stakeholder, or, they can be used as inputs to other processes. Outputs are measurable in terms of quantity and quality.

Name

Description

Recipient

Electronic Notifications

Electronic notifications, both informational and actionable, provided to the Requester.

Requester

Management Reports

Management reports that aid in determining the effectiveness and efficiency of the process. This includes dashboards and measurements, where appropriate.

Process Owner, Business Unit, Requester

Knowledge Content

Requested knowledge (information and data) is provided, as required, or new content has been added to the knowledge repository.

Requester

Controls

Process controls represent the policies and guiding principles on how the process will operate. Controls provide direction over the operation of processes and define constraints or boundaries within which the process must operate.

Name

Description

AI4.1 Planning for Operational Solutions

Develop a plan to identify and document all technical, operational, and usage aspects such that all those who operate, use, and maintain the automated solutions can exercise their responsibility.

AI4.2 Knowledge Transfer to Business Management

Transfer knowledge to business management to allow those individuals to take ownership of the system and data, and exercise responsibility for service delivery and quality, internal control, and application administration.

AI4.3 Knowledge Transfer to End Users

Transfer knowledge and skills to allow end users to effectively and efficiently use the system in support of business processes.

AI4.4 Knowledge Transfer to Operations and Support Staff

Transfer knowledge and skills to enable operations and technical support staff to effectively and efficiently deliver, support, and maintain the system and associated infrastructure.

PO2.1 Enterprise Information Architecture Model

Establish and maintain an enterprise information model to enable applications development and decision-supporting activities, consistent with IT plans as described in PO1. The model should facilitate the optimal creation, use, and sharing of information by the business in a way that maintains integrity and is flexible, functional, cost-effective, timely, secure, and resilient to failure.

PO2.2 Enterprise Data Dictionary and Data Syntax Rules

Maintain an enterprise data dictionary that incorporates the organization's data syntax rules. This dictionary should enable the sharing of data elements amongst applications and systems, promote a common understanding of data amongst IT and business users, and prevent incompatible data elements from being created.

PO2.3 Data Classification Scheme

Establish a classification scheme that applies throughout the enterprise, based on the criticality and sensitivity (e.g., public, confidential, top secret) of enterprise data. This scheme should include details about data ownership; definition of appropriate security levels and protection controls; and a brief description of data retention and destruction requirements, criticality, and sensitivity. It should be used as the basis for applying controls such as access controls, archiving, and encryption.

PO2.4 Integrity Management

Define and implement procedures to ensure the integrity and consistency of all data stored in electronic form, such as databases, data warehouses, and data archives.

States

States are indicators of points of progress of an instance through a process. These are highly dependent on the Service Management tool employed, and as such, are best identified once the process design has been completed and the ITSM supporting tool has been selected.

The following states are samples that can be used as a starter set of states for this process:

Name

Description

Draft

A request that is being created, started or completed but that has not yet been submitted for review/approval.

Pending Fulfillment

A request that has been submitted but has not been fulfilled.

Pending Closure

A fulfilled/completed request that has not been closed.

Closed

A request that is fulfilled/completed and closed.

Pending Review

A request that has been fulfilled but the Requester is dissatisfied. A review is required to determine whether there is an issue with the content of the repository or there needs to have new content added as the result of the request.

Metrics

Metrics are used for the quantitative and periodic assessment of a process. They should be associated with targets which are set based on specific business objectives. Metrics provide information related to the goals and objectives of a process and are used to take corrective action when desired results are not being achieved and can be used to drive continual improvement of process effectiveness and efficiency.

Name:

% Business Owners Satisfied with Application Training and Support Materials

Description:

The % of business owners that indicated satisfaction (versus dissatisfaction) with the training provided to them or the supporting materials used.

Type:

Percent

Operational definition:

Opportunity For Defect:

Measurement Procedure:

[Survey results satisfied] / [Total survey results]

Supporting Details:

Category:

Effectiveness

Name:

# Incidents Caused by Deficient Documentation or Training

Description:

The # of Incidents created by the user that were directly attributed to deficient user and operational documentation and training.

Type:

Count

Operational definition:

Opportunity For Defect:

Measurement Procedure:

[#Incidents caused by Deficient Documentation or Training]

Supporting Details:

Category:

Effectiveness

Name:

# Training Calls to Service Desk

Description:

The # of training calls handled by the Service Desk.

Type:

Count

Operational definition:

Opportunity For Defect:

Measurement Procedure:

[# Training Calls to Service Desk]

Supporting Details:

Category:

Efficiency

Name:

% Redundant/Duplicate Data Elements

Description:

The % of redundant/duplicate data elements in the knowledge repository that have been identified.

Type:

Percent

Operational definition:

Opportunity For Defect:

Measurement Procedure:

[#Redundant/Duplicate Data Elements]/[Total #Data Elements]

Supporting Details:

Category:

Efficiency

Name:

% Reduction in Finding Information

Description:

The % reduction in finding information for diagnosis and fixing Incidents and Problems.

Type:

Percent

Operational definition:

Opportunity For Defect:

Measurement Procedure:

[Average time to find information last period] minus [Average time to find information this period] / [Average time to find information last period] times 100

Supporting Details:

Category:

Efficiency

Name:

# Information Requests

Description:

The total number of information requests that have been received. This can be further divided by service, department, user, company, or other desired groupings.

Type:

Count

Operational definition:

Opportunity For Defect:

Measurement Procedure:

A count of the number of requests.

Supporting Details:

Category:

Value

Name:

% Applications Not Complying

Description:

The % of applications that do not comply with the information architecture used by the enterprise.

Type:

Percent

Operational definition:

Opportunity For Defect:

Measurement Procedure:

[#applications not complying]/[Total #applications in the architecture]

Supporting Details:

Category:

Compliance

Roles

Each process defines at least one role. Each role is assigned to perform specific tasks within the process. The responsibilities of a role are confined to the specific process. They do not imply any functional standing within the hierarchy of an organization. For example, the process manager role does not imply the role is associated with or fulfilled by someone with functional management responsibilities within the organization. Within a specific process, there can be more than one individual associated with a specific role. Additionally, a single individual can assume more than one role within the process although typically not at the same time.

Name

Description

Knowledge Process Owner

A Senior Manager with the ability and authority to ensure the process is rolled out and used by all departments within the IT organization. Specific responsibilities include: defining the overall mission of the process; establishing and communicating the process mission, goals and objectives to all stakeholders; resolving any cross-functional (departmental) issues; ensuring consistent execution of the process across departments; reporting on the effectiveness of the process to senior management; initiating process reviews; and initiating any process improvement initiatives.

Knowledge Process Manager

Defines the standards for the process and is responsible for the day-to-day management and coordination of all Knowledge Management process activities. Conducts periodic process reviews. Produces process management reports. Acts as the "point person" for the process. Takes direction and vision from the Knowledge Process Owner.

Service Desk

The Service Desk is responsible for: creating Information Requests (unless they are created directly by a Requester through a portal), monitoring the progress of Information Requests against ultimate and interim time targets, determining Recipient satisfaction, and closing Information Requests (escalations are usually automated). The Service Desk also provides consultation throughout the process on the effectiveness and efficiency of the knowledge of the Business Customer; for purposes of identifying gaps in knowledge.

Requester

The source of the request. This could be a person or a system. Requesters may be anyone in the organization to the extent allowed by the applicable SLA and responsible for providing requested information. Requesters may submit information requests on behalf of others (Recipients) to the extent allowed by the applicable SLA. Requesters may submit content for inclusion in the knowledge repository.

Trainer

The Trainer is the role responsible for the production and delivery of materials required for knowledge transfer. This role may require the creation of materials based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

End Users

End Users are recipients of the knowledge transfer activities.

Operations and Support Staff

Operations and Support Staff are recipients of the knowledge transfer activities.

Information Architect

The Information Architect is the role responsible for defining/establishing the data and information requirements, the Service Management Information Architecture Model, the enterprise data dictionary, the data classification scheme, and integrity management for the data and information.

Business Customer

Functional business management who buys or receives the Services. The Customer of a Service Provider is accountable for defining, and agreeing to, the contents of Knowledge Management. They are also recipients of the knowledge transfer activities.

Approver

The Approver, typically the Knowledge Process Manager unless deferred to someone else, will review the Submission Request to determine the value that the content will bring to the business, the potential risk associated with implementing (and not implementing) the content, the scope and benefits that are expected to be realized. An Approver can approve, reject or return the request.

Policies

Policies outline a set of plans or courses of action that are intended to influence and determine decisions or actions of a process. Policies provide an element of governance over the process that provides alignment to business vision, mission and goals.

Policy:

Knowledge Management Policies Established

Rationale:

A set of high level directives that set the direction for and establish the scope of the process.

Statement:

A set of policies should be established before starting the development of the process.

Value:

Exceptions:

Related Governance:

Policy:

Policy Review

Rationale:

Policies must be kept current to ensure alignment with changing business needs.

Statement:

Knowledge Management policies will be reviewed and updated if needed on an annual basis.

Value:

Exceptions:

Related Governance:

Policy:

Article Review

Rationale:

Articles must be kept current to ensure alignment with changing business needs.

Statement:

All knowledge repository articles must be reviewed on a regular basis and revised or retired as appropriate.

Value:

Exceptions:

Related Governance:

Governance

Process governance defines the authority and oversight that is required to assure that the process is fulfilling its goals and objectives. Governance consists of the set of guidelines and resources that an organization uses to facilitate collaboration, communication and conformance. Process governance covers process ownership and management, process communication, process tool development and feedback (reporting) mechanisms. Governance ensures that everyone is complying with the policies and procedures of the process.

Process Responsibilities (RACI):

The RACI-method is based on the principle that people act in one of four ways when executing a task. It accounts for the fact that more than one role may be active in performing a specific task while clearly defining specific responsibilities for that role. While many roles may be involved in a task only one is 'Accountable' for the results. The actions are:

R Responsible for the action (may do the task)

A Accountable for the action (including approval)

C Required to be Consulted on the action

I Required to be Informed of the action

If a task does not have an ‘Accountable' role indicated then the ‘Responsible' role is assumed to be accountable for the task.

Name:

Governance Points

Rationale:

Governance points establish the means of ensuring that Policy is observed.

Statement:

Governance points should be established for each policy statement.

Role:

Knowledge Process Owner

MetricName:

Frequency:

As required

Method:

Name:

Accuracy and Completeness

Rationale:

Complete and accurate information is required to support measurements and metrics used to monitor and improve processes and procedures.

Statement:

Information Request records must be spot checked for accuracy, completeness and compliance to policies.

Role:

Knowledge Process Manager

MetricName:

Frequency:

Ongoing

Method:

Name:

Process Assessment

Rationale:

Processes are living entities and as such must be assessed periodically for their effectiveness. This can also be an opportunity to demonstrate the value that the process has brought to the organization.

Statement:

Conduct periodic assessment of the process to confirm that the process is working and to determine if the expected benefits are being realized.

Role:

Knowledge Process Owner

MetricName:

Frequency:

Monthly

Method:

General Tool Requirements

This section describes the general requirements that the supporting tools must meet in order to fully support the needs of the process. To achieve optimum benefits, a process must be “imbedded” into the tool. This linkage between process and tool is the most effective way of ensuring process conformance and efficiency.

Name

Description

Knowledge Management Repository

A repository tool that is used to capture, maintain, and retrieve knowledge (information and data) in a centralized data base.

Activity Log

A log of all actions/activities taken during the course of executing Knowledge Management tasks, should be captured in the related KM record. The log should also be categorized to allow filtering, sorting and reporting.

Audit Trail

Changes to certain information within the Knowledge Management process should be audited. The specific information will be based on requirements of the process. The user making the change, the time the change was made and the before and after values must be captured. Changes in Status as well as assignments (group or assignee) must be captured. Enumerated values must be presented in human readable format where those values exist - e.g., High Priority as opposed to Priority 1.

Notifications

Notifications must occur throughout the lifecycle of Knowledge Management. The tool must support common notifications such as when a record has been assigned to a group or individual.

Status Changes

Directly modifying the Status field should be discouraged. Rather, actions taken should drive a change in status. For example, acknowledging the assignment of a task should preferably be done through an action button, like "Accept Assignment". Similarly actions such as changing the assigned group should result in a status change to Assigned. In other words, Status should be a read-only field, the value of which is automatically determined by the system.

Pending Values

Occasionally it will be necessary to place the request in a Pending state while we wait for some action or information. A field should be made available (that augments the Status field) and that provides an indication of why the request is not proceeding. Suggested values: Pending User Information, Pending Receipt from Vendor, and Pending User Verification.

Timestamps

The date/time and userid of the person logged in should be captured for all key events such as assignments, notifications, alerts, approvals obtained and so on. The specifics of this requirement will need to be explored in further detail during technical design. The objective of this requirement is to enable various reporting capabilities.

Customer Portal

The tool ought to provide a Customer Portal to allow customers to submit requests and monitor status. Customers should be able to select from a catalogue of request choices. The list of choices ought to be tailored based on the customer's job function and authority.

Activities

Code

Name

Description

45.1

Knowledge Management Strategy & Planning

This is primarily a planning activity. During this activity, the Knowledge Management (KM) Process Owner and Process Manager are identified and appointed, as well as defining the process mission statement, objectives and scope, roles & responsibilities. The basic structure for a Knowledge Management System is defined. The Governance Model and performance measures are also defined. During the activity, an awareness campaign for Knowledge Management is conducted to set the groundwork for a successful understanding and adoption of Knowledge Management within the organization.

45.2

Knowledge Transfer

This activity is concerned with making knowledge about new, changed, or existing systems available. This activity requires the production, retrieval, sharing, and using the documentation and manuals for users and IT; and provides training to ensure the proper use and operation of applications and infrastructure.

Knowledge Transfer may occur at various points in the lifecycle of the service; e.g. Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement.

45.3

Data and Information Management

This activity is concerned with defining the rules around Data and Information Management. To understand knowledge, it must be determined what is needed for decision making and how data and information is used to drive knowledge. What data is available and what is the value of this data? Information provides context to the data.

45.4

Submit Content to Knowledge Repository

This activity is concerned with the submission of content to Knowledge Repository. By applying the rules and procedures defined in the Data and Information Management activities, this activity is to submit articles or other content for inclusion into the repository.

45.5

Use the Knowledge Repository

This activity accounts for the running of the 'every day' pieces of the process. This activity may be performed through direct query/search of the repository (via online access) or may be triggered by an Information Request (via the Service Desk or a self-service portal). For example, an End User may request information by calling the Service Desk or if a Customer Portal is available, retrieve the information directly. On the other hand, if the Problem Management process needs information about a specific known error, direct query/search may be used to retrieve the information directly. Ease of use is the most important aspect of Knowledge Management.

The Information Request is tracked using an Information Request Ticket. This ticket is used to identify how many of these request types are wanted, how long it takes to handle, and whether the information was provided successfully or not.

Note that the management of the knowledge repository is referred to as the Service Knowledge Management System (SKMS) in ITIL V3 terminology. Knowledge repository is a more generic term for this broad concept. The contents of this repository, regardless of the name used, is defined in the strategy and policies section.

45.6

Knowledge Management Periodic Reviews

This activity is comprised of tasks that are activated on a time / frequency basis. It includes the conducting of the reviews of process goals & objectives, process documentation for accuracy & completeness, and periodic reviews and updates of the Knowledge Repository.

45.1 Knowledge Management Strategy & Planning

This is primarily a planning activity. During this activity, the Knowledge Management (KM) Process Owner and Process Manager are identified and appointed, as well as defining the process mission statement, objectives and scope, roles & responsibilities. The basic structure for a Knowledge Management System is defined. The Governance Model and performance measures are also defined. During the activity, an awareness campaign for Knowledge Management is conducted to set the groundwork for a successful understanding and adoption of Knowledge Management within the organization.

ID

Name

45.1.1

Define Knowledge Management Strategy & Policy

45.1.2

Define Knowledge Identification Capture & Maintenance

45.1.3

Define Contents of Knowledge Repository

45.1.1 Define Knowledge Management Strategy & Policy

The purpose of this task is to define the Strategy and Policy for the Knowledge Management (KM) process to ensure that it meets the Business Customer requirements and the overall organizational strategy and culture. Approaches towards knowledge management are defined in the strategy; e.g. will self-service to the customers or end-users be available? Strategy is to include the methodology/approach for knowledge transfer and standards for documentation.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.6.1

Review Knowledge Management Strategy & Policy

Adjust as required

Task Workflow Successors

TaskCode

TaskName

Condition

45.1.2

Define Knowledge Identification Capture & Maintenance

Task Roles

Name

Duties

RACI

Knowledge Process Owner

Accountable for this activity. Working with the Knowledge Management Process Manager, define the Strategy and Policies for the Knowledge Management process.

R/A

Knowledge Process Manager

Primarily responsible for this activity. Define the Strategy and Policies and procedures for Knowledge Management; based on the stated business / customer requirements.

R

Business Customer

The Business / Customer state their initial requirements and are consulted in the production and maintenance of Knowledge Management.

C

Task Data Specifications

Name:

Documented Strategy and Policies

Description:

Documented Strategy and Policies that meet Business Customer requirements and the overall organizational strategy and culture.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.1.2 Define Knowledge Identification Capture & Maintenance

The purpose of this task is to agree upon and document the capability to identify, capture, and maintain knowledge components. This ensures that all parties in the Organization have the same perspective of what knowledge is and how the organization will define knowledge in the Service Knowledge Management System (SKMS).

This task covers designing a process to capture, organize, store, and present information. This includes the capture of external knowledge and putting it to use for this organization.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.1.1

Define Knowledge Management Strategy & Policy

Task Workflow Successors

TaskCode

TaskName

Condition

45.1.3

Define Contents of Knowledge Repository

Task Roles

Name

Duties

RACI

Knowledge Process Owner

Accountable for this activity. Working with the Knowledge Management Process Manager, define the Knowledge Identification Capture and Maintenance for the Knowledge Management process.

R/A

Knowledge Process Manager

Primarily responsible for this activity. Working with the Knowledge Management Process Owner, define the Knowledge Identification Capture and Maintenance for the Knowledge Management process.

R

Task Data Specifications

Name:

Documented Knowledge Identification Capture and Maintenance requirements

Description:

Documented Knowledge Identification Capture and Maintenance requirements that meet Business Customer requirements and the overall organizational strategy and culture.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No


45.1.3 Define Contents of Knowledge Repository

The purpose of this task is to agree upon and document the contents of the Knowledge Repository, called the Service Knowledge Management System (SKMS) in ITIL V3. Contents of the repository range from documents and data bases to directories of expertise and training materials (including computer-based learning). This is described more fully in the Data Specs section.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.1.2

Define Knowledge Identification Capture & Maintenance

45.6.2

Review Knowledge Repository Content

Adjust as required

Task Roles

Name

Duties

RACI

Knowledge Process Owner

Accountable for this activity. Agree upon and document the Contents of the Knowledge Management repository with the Business / Customers and the Knowledge Management Process Manager.

R/A

Knowledge Process Manager

Primarily responsible for this activity. Agree upon and document the Contents of the Knowledge Management repository with the Business / Customers and the Knowledge Management Process Owner.

R

Business Customer

Agree upon and document the Contents of the Knowledge Management repository with the Knowledge Management Process Owner and Process Manager. The business tends to have a better perspective on the knowledge (information and data) to be provided to them.

C

Task Data Specifications

Name:

Documented Content of the Knowledge Management Repository

Description:

Documented Content of the Knowledge Management Repository; Contents may include structured documents (including presentations), data bases, discussion areas, directories of expertise, maps to information, knowledge transfer/training materials (including computer-based learning), templates, tools, work of project teams, new product ideas, technical tips, organizational standards (including organizational charts), intellectual capital, customer relationship information, operation procedures, etc.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No


45.2 Knowledge Transfer

This activity is concerned with making knowledge about new, changed, or existing systems available. This activity requires the production, retrieval, sharing, and using the documentation and manuals for users and IT; and provides training to ensure the proper use and operation of applications and infrastructure.

Knowledge Transfer may occur at various points in the lifecycle of the service; e.g. Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement.

ID

Name

45.2.1

Analyze Gaps

45.2.2

Conduct Knowledge Transfer to Business Customers

45.2.3

Conduct Knowledge Transfer to End Users

45.2.4

Conduct Knowledge Transfer to Operations and Support Staff

45.2.1 Analyze Gaps

The purpose of this task is to analyze gaps within the enterprise. This is primarily a research activity that includes observing changes in the performance of stakeholders and identifying areas for improvement. A plan is developed to identify and document all technical, operational, and usage aspects such that all those who will operate, use, and maintain the data and information can exercise their responsibility effectively and efficiently.

Task Workflow Successors

TaskCode

TaskName

Condition

45.2.2

Conduct Knowledge Transfer to Business Customers

Task Roles

Name

Duties

RACI

Service Desk

Consulted with to determine/identify gaps based on experience with questions and Incidents that have occurred.

C

Knowledge Process Manager

Both responsible and accountable for this activity. Responsible for identifying knowledge gaps.

R/A

Business Customer

Consulted with to determine/identify gaps based on experiences.

C

Trainer

Informed of gaps to be addressed by knowledge transfer methods.

I

Task Data Specifications

Name:

Documented Knowledge Gaps

Description:

Documented Knowledge Gaps that address Business Customer requirements and the overall organizational strategy and culture. This forms the basis for a communications improvement plan.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.2.2 Conduct Knowledge Transfer to Business Customers

The purpose of this task is to transfer knowledge to business management to allow those individuals to take ownership of the system and data, and exercise responsibility for service delivery and quality, internal control, and application administration. This task may include the creation of material required for knowledge transfer; based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.2.1

Analyze Gaps

Task Workflow Successors

TaskCode

TaskName

Condition

45.2.3

Conduct Knowledge Transfer to End Users

Task Roles

Name

Duties

RACI

Service Desk

Consulted with to determine the Business Customer requirements for obtaining new knowledge based on their experiences.

C

Trainer

Primarily responsible for this activity. Responsible for the production and delivery of materials required for knowledge transfer. Agree upon the production and delivery of materials with the Knowledge Management Process Manager. This responsibility may include the creation or maintenance of materials based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

R

Business Customer

Recipients of the knowledge transfer.

I

Knowledge Process Manager

Accountable for this activity. Agree upon the production and delivery of materials required for knowledge transfer with the Trainer.

R/A

Task Data Specifications

Name:

Knowledge Transfer Materials

Description:

The materials used for delivery of the knowledge is variable based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.2.3 Conduct Knowledge Transfer to End Users

The purpose of this task is to transfer knowledge and skills to end users to effectively and efficiently use the system in support of business processes. This task may include the creation of material required for knowledge transfer; based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.2.2

Conduct Knowledge Transfer to Business Customers

Task Workflow Successors

TaskCode

TaskName

Condition

45.2.4

Conduct Knowledge Transfer to Operations and Support Staff

Task Roles

Name

Duties

RACI

Knowledge Process Manager

Accountable for this activity. Agree upon the production and delivery of materials required for knowledge transfer with the Trainer.

R/A

Service Desk

Consulted with to determine the End User requirements for obtaining new knowledge based on their experiences.

C

Trainer

Primarily responsible for this activity. Responsible for the production and delivery of materials required for knowledge transfer. Agree upon the production and delivery of materials with the Knowledge Management Process Manager. This responsibility may include the creation or maintenance of materials based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

R

End Users

Recipients of the knowledge transfer.

I

Task Data Specifications

Name:

Knowledge Transfer Materials

Description:

The materials used for delivery of the knowledge is variable based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.2.4 Conduct Knowledge Transfer to Operations and Support Staff

The purpose of this task is to transfer knowledge and skills to enable operations and technical support staff to effectively and efficiently deliver, support, and maintain the system and associated infrastructure. This task may include the creation of material required for knowledge transfer; based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.2.3

Conduct Knowledge Transfer to End Users

Task Roles

Name

Duties

RACI

Knowledge Process Manager

Accountable for this activity. Agree upon the production and delivery of materials required for knowledge transfer with the Trainer.

R/A

Service Desk

Consulted with to determine the Operations and Support Staff requirements for obtaining new knowledge based on their experiences.

C

Trainer

Primarily responsible for this activity. Responsible for the production and delivery of materials required for knowledge transfer. Agree upon the production and delivery of materials with the Knowledge Management Process Manager. This responsibility may include the creation or maintenance of materials based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

R

Operations and Support Staff

Recipients of the knowledge transfer.

I

Task Data Specifications

Name:

Knowledge Transfer Materials

Description:

The materials used for delivery of the knowledge is variable based on learning styles, knowledge visualization, driving behavior, and the use of methods such as seminars, webinars, advertising, journals, and newsletters.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No


45.3 Data and Information Management

This activity is concerned with defining the rules around Data and Information Management. To understand knowledge, it must be determined what is needed for decision making and how data and information is used to drive knowledge. What data is available and what is the value of this data? Information provides context to the data.

ID

Name

45.3.1

Define Data and Information Requirements

45.3.2

Define the Service Management Information Architecture Model

45.3.3

Define the Enterprise Data Dictionary and Data Syntax Rules

45.3.4

Define the Data Classification Scheme

45.3.5

Define Integrity Management

45.3.6

Define Data and Information Management Procedures

45.3.1 Define Data and Information Requirements

The purpose of this task is to define/establish data and information requirements. This involves establishing specific data and information items, their content, and the format; including requirements on data protection, security, ownership, privacy, and access rights. This task will use the strategy and policies defined for Knowledge Management for guidance around content; e.g., what types of articles are needed and how they will be used.

Task Workflow Successors

TaskCode

TaskName

Condition

45.3.2

Define the Service Management Information Architecture Model

Task Roles

Name

Duties

RACI

Information Architect

Primarily responsible for this activity. Responsible for defining the data and information requirements with Business Customers (including applications development). Agree upon the requirements with the Knowledge Management Process Manager.

R

Knowledge Process Manager

Accountable for this activity. Agree upon the data and information requirements with the Information Architect.

R/A

Business Customer

The Business / Customer (including applications development) state their requirements and are consulted in the definition of the data and information requirements of the repository.

C

Task Data Specifications

Name:

Documented Data and Information Requirements

Description:

Documented Data and Information Requirements that address Business Customer requirements and the overall organizational strategy and culture. This forms the basis for a the Information Model, the data dictionary, the data classification scheme, and the data and information management procedures.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.3.2 Define the Service Management Information Architecture Model

The purpose of this task is to define the model for Service Management information architecture. This enterprise model is established and maintained to enable applications development and decision-supporting activities. The model should facilitate the optimal creation, use, and sharing of information by the business in a way that maintains integrity and is flexible, functional, cost-effective, timely, secure, and resilient to failure.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.3.1

Define Data and Information Requirements

Task Workflow Successors

TaskCode

TaskName

Condition

45.3.3

Define the Enterprise Data Dictionary and Data Syntax Rules

Task Roles

Name

Duties

RACI

Information Architect

Primarily responsible for this activity. Responsible for defining the Service Management Information Architecture Model based on the data and information requirements defined. Agree upon the Model with the Knowledge Management Process Manager.

R

Knowledge Process Manager

Accountable for this activity. Agree upon the Service Management Information Architecture Model with the Information Architect.

R/A

Task Data Specifications

Name:

Documented Service Management Information Architecture Model

Description:

Documented Service Management Information Architecture Model that address Business Customer requirements and the overall organizational strategy and culture. The model should facilitate the optimal creation, use, and sharing of information by the business in a way that maintains integrity and is flexible, functional, cost-effective, timely, secure, and resilient to failure.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.3.3 Define the Enterprise Data Dictionary and Data Syntax Rules

The purpose of this task is to define an enterprise data dictionary that incorporates the organization's data syntax rules. This dictionary should enable the sharing of data elements amongst applications and systems, promote a common understanding of data amongst IT and business users, and prevent incompatible data elements from being created.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.3.2

Define the Service Management Information Architecture Model

Task Workflow Successors

TaskCode

TaskName

Condition

45.3.4

Define the Data Classification Scheme

Task Roles

Name

Duties

RACI

Information Architect

Primarily responsible for this activity. Responsible for defining the Enterprise Data Dictionary and Data Syntax Rules. Agree upon the data dictionary and syntax rules the Knowledge Management Process Manager.

R

Knowledge Process Manager

Accountable for this activity. Agree upon the Enterprise Data Dictionary and Data Syntax Rules with the Information Architect.

A

Task Data Specifications

Name:

Documented Data Syntax Rules

Description:

Documented Data Syntax Rules that address Business Customer requirements and the overall organizational strategy and culture.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

Name:

Enterprise Data Dictionary

Description:

Enterprise Data Dictionary that address Business Customer requirements and the overall organizational strategy and culture.

Source:

Special Instructions:

Format:

Supported Metric:

Measure:

No

45.3.4 Define the Data Classification Scheme

The purpose of this task is to define/establish a classification scheme that applies throughout the organization, based on the criticality and sensitivity (e.g. public, confidential, top secret) of enterprise data. The scheme should include details about data ownership; definition of appropriate security levels and protection controls; and a brief description of data retention and destruction requirements, criticality, and sensitivity. It should be used as the basis for applying controls such as access controls, archiving, or encryption.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.3.3

Define the Enterprise Data Dictionary and Data Syntax Rules

Task Workflow Successors

TaskCode

TaskName

Condition

45.3.5

Define Integrity Management

Task Roles

Name

Duties

RACI

Information Architect

Primarily responsible for this activity. Responsible for defining the Data Classification Scheme. Agree upon the scheme with the Knowledge Management Process Manager.

R

Knowledge Process Manager

Accountable for this activity. Agree upon the Data Classification Scheme with the Information Architect.

A

Task Data Specifications

Name:

Documented Data Classification Scheme

Description:

Documented Data Classification Scheme that address Business Customer requirements and the overall organizational strategy and culture.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.3.5 Define Integrity Management

The purpose of this task is to define and implement procedures to ensure the integrity and consistency of all data stored in electronic form, such as data bases, data warehouses, and data archives.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.3.4

Define the Data Classification Scheme

Task Workflow Successors

TaskCode

TaskName

Condition

45.3.6

Define Data and Information Management Procedures

Task Roles

Name

Duties

RACI

Information Architect

Primarily responsible for this activity. Responsible for defining the Integrity Management. Agree upon Integrity Management with the Knowledge Management Process Manager.

R

Knowledge Process Manager

Accountable for this activity. Agree upon the Integrity Management with the Information Architect.

A

Task Data Specifications

Name:

Documented Integrity Management approach/methodology

Description:

Documented Integrity Management approach/methodology that address Business Customer requirements and the overall organizational strategy and culture.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.3.6 Define Data and Information Management Procedures

The purpose of this task is to define/establish data and information management procedures. This includes defining service lifecycle data and information to be collected and procedures to maintain the data and information (i.e., the procedures for submitting content to the knowledge repository and its associated lifecycle). Backup and recovery procedures are established, as well as collection and retention requirements (e.g. what is the approach for the safe disposal of unwanted, invalid, or unverifiable information?).

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.3.5

Define Integrity Management

Task Roles

Name

Duties

RACI

Information Architect

Both responsible and accountable for this activity. Responsible for defining the Data and Information Management Procedures. The Knowledge Management Process Manager is informed about the procedures.

R/A

Knowledge Process Manager

The Knowledge Management Process Manager is informed about the procedures.

I

Task Data Specifications

Name:

Documented Data and Information Management Procedures

Description:

Documented Data and Information Management Procedures that address the data and information requirements defined.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.4 Submit Content to Knowledge Repository

This activity is concerned with the submission of content to Knowledge Repository. By applying the rules and procedures defined in the Data and Information Management activities, this activity is to submit articles or other content for inclusion into the repository.

ID

Name

45.4.1

Create/Submit

45.4.2

Review

45.4.3

Approve/Reject

45.4.4

Edit/Maintain

45.4.5

Publish/Retire

45.4.6

Close

45.4.1 Create/Submit

A Submission Request is created (i.e., captured or logged) and submitted in the Knowledge Management system. This task includes identifying all of the basic information regarding the request. Since all of the request details may not be known or available at this time, the request should be saved in a draft state until it is ready to be submitted. Once all of the necessary information has been provided, the request will be "submitted".

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.4.1

Create/Submit

Draft

45.4.2

Review

Returned

45.4.3

Approve/Reject

Returned

Task Workflow Successors

TaskCode

TaskName

Condition

45.4.2

Review

Submitted

45.4.1

Create/Submit

Draft

Task Roles

Name

Duties

RACI

Requester

Create a new Submission Request and provide the basic information. Additional details can be added until the submit is performed, especially if all request particulars are not known at this time.

R/A

Knowledge Process Manager

May provide assistance to the Requester in determining whether the submission request fills the requirements of the content policies and expectations.

C

Information Architect

May provide assistance to the Requester in determining whether the submission request fills the requirements of the content policies and expectations.

C

Task Data Specifications

Name:

Requested By Date/Time

Description:

This is the requested operational (production) start date/time (i.e. when the Requester wants to start using the new content).

Source:

Special Instructions:

Format:

Date / Time

Supported Metric:

Measure:

No

Name:

Requester Information

Description:

Requester information including their name, contact data, and default group.

Source:

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

Name:

Submission Creation Date/Time

Description:

The date & time when the Submission Request record was created.

Source:

System

Special Instructions:

Format:

Date / Time

Supported Metric:

Measure:

No

Name:

Ticket Status

Description:

A state is an approach that captures where in a process life cycle the Submission Request may be in and is referred. States are implemented to capture date and time information, as a state change is often driven by the need to measure some aspect of process activity.

For this task, the system should set the Status to Draft when the record is saved but not submitted for review.

Source:

System

Special Instructions:

Format:

Display-Only Text

Supported Metric:

Measure:

No

Name:

Request Record Number

Description:

An unique identifier used to track the Submission Request throughout its lifecycle. Typically this is a number (sequentially assigned) that can be prefixed (e.g., with "SRQ" or "SUB") to differentiate the record from other records such as an Incident or Problem record number. This may also be referred to as the submission ticket number.

Source:

System

Special Instructions:

Format:

Number / Decimal

Supported Metric:

Measure:

No

Name:

Submission Request Title

Description:

Submission Request Title is an abstracted short description that is used to display on screens or reports.

Source:

Caller

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

Name:

Description of the Submission

Description:

Describes, in detail, the purpose of the Submission Request.

Source:

Caller

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

Task Tool Specifications

Name

Description

Save without Mandatory Fields Provided

The system should allow the Submission Request to be saved in the Draft state without all mandatory fields provided. Such fields must be provided before the request can be "submitted", but as long is it remains in Draft, such restrictions should not be imposed.

Requester Information Override

Should be captured automatically by the system based on the currently logged in user.

45.4.2 Review

The purpose of this task is to determine whether the Submission Request is appropriate. The Knowledge Process Manager may determine that the request is impractical or unnecessary. There may already be a Submission Request or existing content that addresses this information.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.4.1

Create/Submit

Submitted

Task Workflow Successors

TaskCode

TaskName

Condition

45.4.3

Approve/Reject

Reviewed

45.4.1

Create/Submit

Returned

45.4.6

Close

Cancelled

Task Roles

Name

Duties

RACI

Knowledge Process Manager

Review the Submission Request and decide whether to proceed with the request as submitted, return it for additional information or clarification, or to reject it altogether. The Knowledge Manager should also check the request for compliance to Knowledge Management policies and procedures.

R/A

Information Architect

Consulted to ensure that the request meets the requirements of the Knowledge Repository.

C

Requester

Informed of request status, including completion of review, return for further clarification, or cancellation.

I

Task Data Specifications

Name:

Ticket Status

Description:

The Status should be updated (by the system) to reflect the outcome of this task (e.g. Returned, Pending Approval, Pending Closure).

Source:

System

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

Task Tool Specifications

Name

Description

Return to Requester

The tool must provide a mechanism whereby the Submission Request can be "returned" to the Requester for additional information, to correct something, or for clarification. The workflow should be reset or adjusted accordingly.

Cancel the Request

Ability to cancel the request at this point in time. The Knowledge Manager should be prompted for a reason for the cancellation (e.g. Cost Prohibitive, Impractical, Already Submitted).

45.4.3 Approve/Reject

At this point the Submission Request has been reviewed and assessed for accuracy. All approvals will be obtained as part of this task. The request may be returned to the Requester if an approver requires additional information or clarification. The request may be to Retire the content.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.4.2

Review

Reviewed

Task Workflow Successors

TaskCode

TaskName

Condition

45.4.4

Edit/Maintain

Approved

45.4.1

Create/Submit

Returned

45.4.6

Close

Rejected

Task Roles

Name

Duties

RACI

Approver

The Approver must review the Submission Request in detail with an eye to the business impact and usefulness of the content. The Knowledge Process Manager is responsible for this task, but may defer the approval to someone else if the Knowledge Manager determines it is beneficial. The Knowledge Manager may add additional Approvers also.

R/A

Information Architect

Consulted to ensure that the request meets the requirements of the Knowledge Repository.

C

Requester

Informed of request status, including approval, return for further clarification, or rejection.

I

Task Data Specifications

Name:

Approver Information

Description:

The system must capture the individual that actually approved/rejected/returned it.

Source:

System

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

Name:

Ticket Status

Description:

The Status field should reflect that the Submission Request is currently pending approval and then upon approval the status of approved.

Source:

System

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

Task Tool Specifications

Name

Description

Approval Determination

The system must determine the number of approvals and the individuals or groups to be assigned.

Approver Action

The approver should have three (3) options available: approve the request, reject the request, or return it to the Requester. If rejected, the approver must be prompted for a reason. If the request is returned, the approver should also be prompted. An activity log entry will be made with these comments.


45.4.4 Edit/Maintain

This task is performed in a transitional content area; i.e., a non-production area. Once the content has been edited/maintained, a review is conducted by the Requester (similar to an User Acceptance Test). The review is performed to authorize the activation of this content -- i.e., allow the publication of the content into production. If the request is to Retire content, this task prepares for the removal/retiring of the content.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.4.3

Approve/Reject

Approved

45.4.4

Edit/Maintain

Further edits required

Task Workflow Successors

TaskCode

TaskName

Condition

45.4.5

Publish/Retire

Authorized

45.4.4

Edit/Maintain

Further edits required

Task Roles

Name

Duties

RACI

Information Architect

Edits/maintains the content based on the Submission Request.

R

Requester

Reviews the content transitional area and agrees to publish or sends back for further editing/maintenance.

R

Knowledge Process Manager

Accountable for ensuring the content is prepared (edited/maintained) according to the Submission Request.

A

Task Data Specifications

Name:

Verification

Description:

Evidence that the content has been verified (against the request) must be logged in the Submission Request record.

Source:

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

Name:

Content Details

Description:

The details of the content are edited/maintained as per the Submission Request. The Submission Request record is to be updated to reflect the details.

Source:

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

Name:

Ticket Status

Description:

The Status is to be updated to reflect verification has been performed and the request is now pending publication.

Source:

System

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

45.4.5 Publish/Retire

The purpose of this task is to "Publish" the content; i.e., move it into production so that everyone can use the content. Publication may include the retiring, replacing, or the removal of the current content.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.4.4

Edit/Maintain

Authorized

Task Workflow Successors

TaskCode

TaskName

Condition

45.4.6

Close

Task Roles

Name

Duties

RACI

Information Architect

Responsible for publishing the content according to the request, including replacing or retiring the content.

R/A

Task Data Specifications

Name:

Ticket Status

Description:

The Status of the Submission Request should reflect it is published; for purposes of replacing content, retiring content, or removing content.

Source:

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

45.4.6 Close

This task ensures that all information has been captured in the Submission Request record. It is also an excellent time for the Knowledge Manager to verify process compliance and gauge the quality of the activity log entries and other textual areas. An appropriate closure code must be selected based on the results of the change.

This task may have been reached because one or more approvers have rejected the Submission Request, it has failed the review by the Knowledge Manager, or the Requester has cancelled the request. The reason for abandoning the change must be captured at this point. Affected parties and stakeholders should be notified.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.4.5

Publish/Retire

45.4.2

Review

Cancelled

45.4.3

Approve/Reject

Rejected

Task Roles

Name

Duties

RACI

Knowledge Process Manager

Close the Submission Request record based on verification by Requester.

R/A

Requester

Verify the published content has met the requirements of the Submission Request.

R

Task Data Specifications

Name:

Closure Code

Description:

Indicates the outcome of the request. Suggested values: Cancelled, Rejected, Published, Retired, Removed.

Source:

Caller

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

Name:

Ticket Status

Description:

The Status is to be updated to Closed and a Closure Code will indicate the outcome.

Source:

System

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

Task Tool Specifications

Name

Description

No Further Updates

Once the Submission Request is closed, no further updates should be permitted to the record.

45.5 Use the Knowledge Repository

This activity accounts for the running of the 'every day' pieces of the process. This activity may be performed through direct query/search of the repository (via online access) or may be triggered by an Information Request (via the Service Desk or a self-service portal). For example, an End User may request information by calling the Service Desk or if a Customer Portal is available, retrieve the information directly. On the other hand, if the Problem Management process needs information about a specific known error, direct query/search may be used to retrieve the information directly. Ease of use is the most important aspect of Knowledge Management.

The Information Request is tracked using an Information Request Ticket. This ticket is used to identify how many of these request types are wanted, how long it takes to handle, and whether the information was provided successfully or not.

Note that the management of the knowledge repository is referred to as the Service Knowledge Management System (SKMS) in ITIL V3 terminology. Knowledge repository is a more generic term for this broad concept. The contents of this repository, regardless of the name used, is defined in the strategy and policies section.

ID

Name

45.5.1

Create Information Request

45.5.2

Provide Information Requested

45.5.3

Verify Request Fulfillment or Conclusion

45.5.4

Close Information Request

45.5.1 Create Information Request

The purpose of this task is to create the Information Request (or Request for Information) by the Service Desk, in response to a request made, or is created directly by the Requester via a self-service portal. The purpose of this task to collect all the required information and properly complete the request so that it can be processed effectively and efficiently.

Task Workflow Successors

TaskCode

TaskName

Condition

45.5.2

Provide Information Requested

Task Roles

Name

Duties

RACI

Requester

The Requester contacts the Service Desk and provides any information required for the request, or utilizes a self-service portal to provide the information directly.

R/A

Service Desk

The Service Desk creates the request based on the requirements from the Requester (except when the Requester utilizes a self-service portal). The Service Desk ensures that the request is complete.

R

Task Data Specifications

Name:

Requester Name and Contact Information

Description:

Name, location, and other pertinent contact information about the Requester.

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

Name:

Ticket Status

Description:

The ticket status must be updated to reflect the created/opened status of the information request ticket.

Source:

Special Instructions:

Format:

Reference

Supported Metric:

Measure:

No


45.5.2 Provide Information Requested

The purpose of this task is to provide the information requested to the Requester; directly or through the Service Desk. The information and data is retrieved from Knowledge Repository.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.5.1

Create Information Request

Task Workflow Successors

TaskCode

TaskName

Condition

45.5.3

Verify Request Fulfillment or Conclusion

Task Roles

Name

Duties

RACI

Requester

The requester may need to be consulted on some details required to complete the task.

C

Service Desk

Responsible for providing the information requested when a non-automated procedure is used.

R/A

Task Data Specifications

Name:

Ticket Status

Description:

The ticket status must be updated to reflect the status of the information request ticket.

Source:

Special Instructions:

Format:

DropDown

Supported Metric:

Measure:

No

Name:

Information and Data as Requested

Description:

Information and Data is provided to the Requester as requested. This may be provided in various forms, such as structured documents (including presentations), data bases, discussion areas, directories of expertise, maps to information, knowledge transfer/training materials (including computer-based learning), templates, tools, work of project teams, new product ideas, technical tips, organizational standards (including organizational charts), intellectual capital, customer relationship information, operation procedures, etc.

Source:

Special Instructions:

Format:

Text / String

Supported Metric:

Measure:

No

45.5.3 Verify Request Fulfillment or Conclusion

The purpose of this task is to, regardless of the outcome of the Information Request, solicit feedback from the Requester. If the respondent is dissatisfied, the creation of an Incident may be required.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.5.2

Provide Information Requested

Task Workflow Successors

TaskCode

TaskName

Condition

45.5.4

Close Information Request

Requester Satisfied

45.6.2

Review Knowledge Repository Content

Requester Dissatisfied -- Information not in Repository

Task Inter Process

Task Inter Process defines the connections with other, external ITSM processes.

NextProcess

NextTask

Description

Label

Direction

Incident Management

99.0.0

Create an Incident if the Requester did not receive the pertinent information and should have (it's information that is included in the Knowledge Repository). The exception is when the information is not currently included in the Knowledge Repository.

Requester Dissatisfied -- Information in Repository

Out

Task Roles

Name

Duties

RACI

Service Desk

Verify with the Requester that the request has been fulfilled according to specifications.

R/A

Requester

Provide verification that request has been fulfilled as per specifications.

C

Task Data Specifications

Name:

Satisfied / Dissatisfied Flag

Description:

Flag used to record whether requester (and optionally recipient) is satisfied that the request has been fulfilled.

Source:

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

Yes

Name:

Dissatisfaction Reason Code

Description:

Use the reason code to categorize why requester is dissatisfied with the fulfillment of the request.

Source:

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

Name:

Explanation Text

Description:

Capture details around dissatisfaction with fulfillment of the request.

Source:

Special Instructions:

Format:

Display-Only Text

Supported Metric:

Measure:

No

Name:

Request Resolution Timestamp

Description:

Capture date and time that all tasks were completed

Source:

Special Instructions:

Format:

Date / Time

Supported Metric:

Measure:

Yes

Name:

Resolved on First Contact

Description:

Set this flag if the request was resolved on first contact.

Source:

Special Instructions:

Yes, No

Format:

DropDown / Choice

Supported Metric:

Measure:

Yes

Name:

Ticket Status

Description:

The ticket status must be updated to reflect the verified/rejected status of the information request ticket.

Source:

Special Instructions:

Format:

DropDown

Supported Metric:

Measure:

No

45.5.4 Close Information Request

The Information Request is closed by the Service Desk or automatically upon delivery of the information via the self-service portal.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.5.3

Verify Request Fulfillment or Conclusion

Requester Satisfied

Task Roles

Name

Duties

RACI

Service Desk

Validate that the Information Request has been completed and capture all related information and then close the Information Request record. This is performed only for those requests created by the Service Desk on behalf of the Requester.

R

Requester

Validate that the Information Request has been completed to the Requester's satisfaction. The closure of the Information Request record by the Requester is typically an automated step upon receipt of the information via online screens or the self-service portal.

R/A

Task Data Specifications

Name:

Request Closure Code

Description:

Capture closure codes for the Information Request (e.g., Completed with Errors, Completed Successfully).

Source:

Special Instructions:

Format:

DropDown / Choice

Supported Metric:

Measure:

No

Name:

Ticket Status

Description:

The ticket status must be updated to reflect the closed status of the information request ticket.

Source:

Special Instructions:

Format:

DropDown

Supported Metric:

Measure:

No

Task Tool Specifications

Name

Description

Request Closure Codes

Capture Closure Codes for Requests

Automatic Closure

Ability to automatically close requests based on defined criteria.

Task Notes

Context

Description

Closure of the Record

Closure of the Information Request record may be automatic once the verify step is completed.

45.6 Knowledge Management Periodic Reviews

This activity is comprised of tasks that are activated on a time / frequency basis. It includes the conducting of the reviews of process goals & objectives, process documentation for accuracy & completeness, and periodic reviews and updates of the Knowledge Repository.

ID

Name

45.6.1

Review Knowledge Management Strategy & Policy

45.6.2

Review Knowledge Repository Content

45.6.1 Review Knowledge Management Strategy & Policy

The purpose of this task is to conduct a periodic review of the Knowledge Management Strategy, Policy, Definitions, etc. to ensure that it meets the Business Customer requirements.

Task Workflow Successors

TaskCode

TaskName

Condition

45.1.1

Define Knowledge Management Strategy & Policy

Adjust as required

Task Roles

Name

Duties

RACI

Knowledge Process Owner

Accountable for this activity. Participate in the review and identify areas of concern with the Knowledge Management Strategy, Policy, Definitions, etc. and provide solutions to be implemented to address the concerns.

R/A

Knowledge Process Manager

Primarily responsible for this activity. Conduct the scheduled review of existing Knowledge Management Strategy, Policy, Definitions, etc. to verify that they are still meeting the process and the Business requirements. Identify weaknesses or gaps and update the agreements to mitigate them.

R

Business Customer

Participate in the review and identify areas of concern with the Knowledge Management Strategy, Policy, Definitions, etc. and provide solutions to be implemented to address the concerns.

C

Task Data Specifications

Name:

Current Strategy, Policy, and Definitions Documents

Description:

Current Strategy, Policy, and Definitions Documents

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

45.6.2 Review Knowledge Repository Content

The purpose of this task is to conduct a periodic review of the Knowledge Repository to ensure that it still meets the Business Customer requirements. This is more than just an administrative task as it must include a review function for validation of the repository and its contents.

This includes the evaluation and improvement of the capture and usage of data and information. Evaluation of the usefulness and the relevance of the data and information is performed and a service improvement plan may be undertaken for data and information that requires attention.

Task Workflow Predecessors

TaskCode

TaskName

Condition

45.5.3

Verify Request Fulfillment or Conclusion

Requester Dissatisfied -- Information not in Repository

Task Workflow Successors

TaskCode

TaskName

Condition

45.1.3

Define Contents of Knowledge Repository

Adjust as required

Task Roles

Name

Duties

RACI

Knowledge Process Owner

Accountable for this activity. Participate in the review of existing Knowledge Repository content to verify that they are still meeting the process and the Business requirements.

A

Knowledge Process Manager

Primarily responsible for this activity. Conduct the scheduled review of existing Knowledge Repository content to verify that they are still meeting the process and the Business requirements. Identify weaknesses or gaps and update the agreements to mitigate them.

R

Business Customer

Participate in the review and identify areas of concern with the Knowledge Repository and provide solutions to be implemented to address the concerns.

C

Task Data Specifications

Name:

Current Knowledge Repository

Description:

Current Knowledge Repository

Source:

Special Instructions:

Format:

Text

Supported Metric:

Measure:

No

Appendix

Attachments and Links

Name:

Knowledge Management CFFD

Description:

Knowledge Management CFFD

Attachment Type:

CFFD

Element:

Process

URL:

CP eProcess V3 Knowledge Management - CFFD v0_2.vsd

Attachment:

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