Knowledge Management Processes

Knowledge Management Processes

ITSM Integration Process

TASKS / Document Librarian / ITSM Team / Business Analyst / Document Owner
1.1 Initiate Request with Supporting Documentation / R / A / C
1.2 Assess for Business Analyst (BA) Engagement / A / I / I
1.3 BA Assisted Development / C / RC / A
1.4 Approval for Sufficient Documentation / C / AR / C
1.5 Develop AutoAssignment and/or Initiator Script / A / C
1.6 Approve for Requirements Met / RI
1.1 / Intiate Request / Document librarian submits ticket to ITSM team with RA documentation & Mapping Request
1.2 / BA Required? / ITSM team determines complexity of process, current state assessment & whether BA engagement is required
1.3 / BA Works with Document Owner to Provide Further Documentation / Document Owner colloboratively engages the assigned BA resource to complete ITSM documentatio requirements
1.4 / Documentation Sufficient? / ITSM team provides approval that documentation provided by Document Owner is sufficient for ITSM integration
1.5 / Develop AA and/or Initiator Script / ITSM team uses provided documentation to configure ITSM tool for RA integration
1.6 / Successful Implementation? / Document Owner provides approval that configuration request has been successful
ITSM Integration Process
Document Librarian / Initiates Request for ITSM Integration, Ensures all required documentation has been supplied (RA document, Solution ID's, Mapping Request & Process Flows)
ITSM Team / Develop AutoAssignment or Initiator Script based upon supplied documentation and inform stakeholders of completed tasks, if BA is required, conveyance of expectations, Informed that needs have been met and work meets expectations, Document Requirements
Business Analyst / Works with the document owner to further develop or provide the required documentation necessary to complete the ITSM integration requirements
Document Owner / Works with the BA to further develop or provide the required documentation necessary to complete the ITSM integration requirements, Confirms completed request meets needs

Document Management Process

TASKS / Document Requestor / Document Approver / Document Librarian / Document Owner / Document Reviewer / Knowledge Manager
1.1 Initiate New Request / R / A / R / C
1.2 Initiate Update Request / R / A / R / C
1.3 Initiate Date Initiated Review / R / A
1.4 Database Validation / C / R / C / A
1.5 Business Requirements Validation / R / R / C / A
1.6 Assign Request to Document Owner / R / I / A
1.7 Authors Article / AR / C
1.8 Technical Review of Article / RC / A
1.9 Requirments Review of Article / AR / R
1.10 Knowledge Management Standards Review / AR / R
1.11 Submit for Publishing Approval / AR / C
1.12 Approval of Requirements Met / R / RC / R / A
1.13 Approval of Knowledge Management Standards Met / R / A
1.14 Approval to Publish to Database / R / I / A
1.15 Publish / RC / ARC
1.15.5 ITSM Integration (if required) / R / R / C / A
Article Maintenance Process
Document Requestor / Initiates new/update request
Examples / Any internal/external KM stakeholder
Document Approver / Responsible to provide approvals for: A) Business Requirements, B) Service Needs,
C) Knowledge Management Standards met, D) Publish to Database
Examples
Document Librarian / Responsible for the Date Initiated Review Process, Database Validation, Assignment of Requests to Document Owners, Publishing new/updated articles, Archiving, Assembly of ITSM integration package & notification ticket (As Required) Monitors Article Maintenance Process escalating as appropriate
Examples
Document Owner / Ensures information is maintained accurate & up to date, Requests Review Frequency,Works with Knowledge Management & Document Reviews to provide Support Oriented documentation
Examples / HP/Acrodex/Compugen - SMEs
Document Reviewer / Technical review of document, collobarates with all stakeholders to develop documentation in timely manner
Examples / Support Groups, Ministry Support Groups, Process Owners, Tool Owners
Knowledge Manager / Addresses esclations, provides support assignments to document librarian, accountable for integrity of database
Examples / GoA Knowledge Manager, HP Knowledge Manager
1.1 / Initiate Removal / Caused by any KM stakeholder, may be a result of new information, change in the environment, projects, etc.,indicates requirement to remove existing documentation
1.2 / Date Initiated Removal / Caused by occurrence of date, indicates requirement to remove existing documentation.
1.3 / Is this a Valid Request? (Database) / Validate request against the current holding of the knowledge base, other there multiple uses of this document, supporting documents?
1.4 / Is article required? (Owner) / Confirm with owner of document that article is no longer required, may also request information update
1.5 / Is article required? (Business) / Provide approval that business needs no longer require the article
1.6 / Archive Document / Remove article from published state in database and archive
1.7 / ITSM de-Integration (if Required) / Librarian submits ticket to ITSM team to severe intiator scripting & mapping
1.8 / Communicate Request Results / Librarian communicates to the requestor the end status of the request

Article Removal Process

Under Development

TASKS / Document Requestor / Document Approver / Document Librarian / Document Owner / Knowledge Manager
1.1 Initiate Removal / R / A / R
1.2 Date Initiated Removal / R / A
1.3 Database Validation / R / A
1.4 Validate Request with Owner / C / C / AR / C
1.5 Approve Business Requirements for Removal / A/R / R / C / C
1.6 Archive Document / R / A
1.7 ITSM De-Integration (If required) / R / A
1.8 Communicate Request Results / R / I / A
Article Removal Process
Doc Requestor / Initiates removal of article
Examples / Any internal/external KM stakeholder
Document Approver / Responsible to provide approvals for: A) Business Requirements for Removal
Examples
Document Librarian / Responsible for the Date Initiated Review Process, Database Validation,Validate Request with Owner, Archiving of Documents, Intiate ITSM De-Integration, Communicate Request Results
Examples
Document Owner / May request review dates, confirms request validation, is informed of document removal
Examples / HP/Acrodex/Compugen - SMEs
Knowledge Manager / Addresses esclations, accountable for integrity of database
Examples / GoA Knowledge Manager
1.1 / Initiate Removal / Caused by any KM stakeholder, may be a result of new information, change in the environment, projects, etc.,indicates requirement to remove existing documentation
1.2 / Date Initiated Removal / Caused by occurrence of date, indicates requirement to remove existing documentation.
1.3 / Is this a Valid Request? (Database) / Validate request against the current holding of the knowledge base, other there multiple uses of this document, supporting documents?
1.4 / Is article required? (Owner) / Confirm with owner of document that article is no longer required, may also request information update
1.5 / Is article required? (Business) / Provide approval that business needs no longer require the article
1.6 / Archive Document / Remove article from published state in database and archive
1.7 / ITSM de-Integration (if Required) / Librarian submits ticket to ITSM team to severe intiator scripting & mapping
1.8 / Communicate Request Results / Librarian communicates to the requestor the end status of the request

Annual Review:

The document shall be reviewed for completeness and accuracy every September 15th. The Document Owner is accountable for performing an annual Document Review.

Associated Documents:

Document Review
Version / 1 / Effective Date / 06/03/13
Last Revised / Annual Review / September 15
Ad-Hoc Review / Change / CRQ
Document Owner / Prepared by
Name / Shannon Skov-Rackette / Name / Oksana Mashchak
Role / Services Integration Coordinator / Role / Business Analyst
Document Location /
Document Sensitivity / Unrestricted
Document Number / C000066

Knowledge Management ProcessesMay 29 2013