Yale University Knowledge Management Process Guide

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Yale University Knowledge ManagementProcess GuideYale UniversityKnowledge Management Process1 of 9

Table of ContentsIntroduction . 3Purpose . 3Scope . 3Knowledge Management Overview. 3Knowledge Management Definition . 3Knowledge Management Objectives . 3Why is Knowledge Management Important? . 3Knowledge Management Policies . 4Knowledge Management Process Flow . 4Roles . 5RACI . 5Process Procedures . 6Knowledge Management Key Concepts . 7Knowledge Management Topics. 7Knowledge Management State Model . 8Knowledge Management Metrics. 8Document History . 9Yale UniversityKnowledge Management Process2 of 9

IntroductionPurposeThis document will serve as the official process of Knowledge Management for Yale University. Thisdocument will introduce a Process Framework and will document the workflow, roles, procedures, andpolicies needed to implement a high quality process and ensure that the processes are effective insupporting the business. This document is a living document and should be analyzed and assessed on aregular basis.ScopeThe scope of this document is to define the Knowledge Management Process, and process inputs from,and outputs to, other process areas. Other service management areas are detailed in separatedocumentation.Knowledge Management OverviewKnowledge Management Definition Main purpose of Knowledge Management is to ensure the right information is availableto the right people at the right timeKnowledge Management enables IT support providers to be more efficient and improvequality of service, increase customer satisfaction and reduce the cost of service supportand deliveryKnowledge Management Objectives Errors detected during Service Transition will be recorded and analyzed and theknowledge about their existence, consequences and workarounds will be madeavailable to Service Operations staffKnowledge Management is tightly linked to Problem Management and can include butnot limited to known errors, workarounds, FAQsWhy is Knowledge Management Important? Yale UniversityThe goal of Knowledge Management is to enable organizations to improve the quality ofmanagement decision making by ensuring that reliable and secure information and datais available throughout the service lifecycle.Increase end-user satisfaction and perception.More efficient usage of resources (provides relevant information to either aid incomplex scenarios where knowledge may not be learned).Improved service deliver consistency when applied to process activities (e.g. standardchanges are executed the same way every time, collecting the same predefined criteria)Improved reporting (e.g. drive the repetitive coding of incidents for a specific scenario)Knowledge Management Process3 of 9

Knowledge Management PoliciesPolicy StatementsKnowledge statistics will reviewed monthly by the knowledge manager to verify knowledge usefulnessAll knowledge articles will be reviewed for accuracy once a yearThere will be one Knowledge Management ProcessSelection of knowledge in the Incident Management process will drive incident coding (e.g.classifications and categorizations)Selection of knowledge in the Change Management process will drive change coding (e.g.classifications and categorizations, for standard changes)New process activations will look for opportunities to integrate with the knowledge base, to aid inconsistency and efficiency in process execution activities.Knowledge Management Process FlowYale UniversityKnowledge Management Process4 of 9

RolesThe following roles have been identified within the Knowledge Management Process.RoleDescription Owns the process end-to-end, including the RACI, process & proceduralsteps, roles & definitions Accountable for maturing and evolving the process, based onmonthly/quarterly/yearly review of process KPIs Adjusts the process to address performance or changing business needsKnowledge User The individual who uses the knowledge to perform their activitiesKnowledge Author The individual responsible for authoring the knowledge and ensuring itcontains all the relevant informationKnowledge Reviewer(Content SMEs) The individual responsible for reviewing the authored knowledge andsubmitting it for approvalKnowledge Manager /Coordinator(s) The individual responsible for approving , publishing and removingknowledge ensuring it is accessible to the intended audience(s)Knowledge ManagementProcess ewer(Content SME)KnowledgeManager /Coordinator(s)1.0 Identify KnowledgeAR2.0 Author / UpdateKnowledgeARR3.0 Review and UpdateKnowledgeCRARIIIARARIII4.0 Publish Knowledge5.0 Use Knowledge & ProvideFeedback (if required)6.0 Identify Knowledge forRemovalAR7.0 Remove Knowledge8.0 Process Maturity andEvolutionYale UniversityKnowledgeMgt ProcessOwnerIC,IRARRKnowledge Management ProcessRA5 of 9

Process ProceduresStepActivities1.0 Identify KnowledgeThe need for knowledge to be documented is identified through a variety of sources.2.0 Author / UpdateKnowledgeOnce the need for new or updated knowledge is identified, a Knowledge Authorcompletes all the appropriate material to enable the knowledge to be available tothe right audience. For example, some knowledge, such as FAQs, can be madeavailable to end users and require certain fields of information and written in acertain tone, whereas Knowledge Records that are to be available to Tier 1 SupportResources to resolve incidents using documented workarounds.Where knowledge records are intended to be available for Incident resolution, partof authoring knowledge is establishing the standard Incident coding to enable prepopulation of Incidents that are associated to the knowledge record. These arepopulated in an incident “template” which is associated to the knowledge record.3.0 Review and UpdateKnowledgeThe knowledge author can work with SMEs as required for input and to review thecontent. A review is required prior to progressing to the approval stage andultimately publishing.4.0 Publish KnowledgeThe Knowledge Manager is responsible to approve the knowledge and uponapproving it, the knowledge can be published to the appropriate audience. Theknowledge manager may add additional details as required.5.0 Use Knowledge &Provide Feedback (ifrequired)The individual uses the knowledge that is available and may identify areas requiringclarity or improvement.6.0 Identify Knowledgefor RemovalKnowledge may be in use and at any time there may be a need to remove theknowledge as it may not be relevant any longer. This may because a Problem hasbeen resolved and the workaround is not longer required, etc.7.0 Remove KnowledgeThe knowledge authorizes the removal of the knowledge and removes it frompublication.Yale UniversityKnowledge Management Process6 of 9

Knowledge Management Key ConceptsService KnowledgeManagement System(SKMS) Service knowledge management system (SKMS)Presents, categorizes and coordinates the approval/ publication workflowof knowledge records in a knowledge base (KB)Audience Knowledge Record Template The various stakeholders who may require visibility to specific knowledgerecordsEach record can be assigned to one or more audiences, defined as rolesAn knowledge entry in the Knowledge Base (SKMS)Contains relevant informationMay provide process execution or collection details (e.g. symptoms,workarounds etc.) Linkages to other process recordsAn associated record that populates specific coding values in the processrecord that the knowledge record is associated toNot all knowledge records require templates (e.g. general knowledge) Knowledge Management TopicsGeneral General, non-process specific knowledge. This may includegeneric FAQs for customers or internal IT staffWorkaround Problem-specific knowledge, when root cause unknown Topic can be updated when root cause determinedKnown Error Problem-specific knowledge Includes problems that are known errors with or withoutworkaroundsChangeNewsPoliciesProcesses / ProceduresServicesOperationsYale University Change-specific knowledge Includes instructions on how to process specific change types General news / communication-driven knowledge Organization policies e.g. security, procurement etc. Knowledge on process, procedures and detailed instructions Links or attached documentation/templates for practitioneraccess / use Incident-specific knowledge, intended for Tier 1 and 2 Service support model knowledge Operational knowledge intended for Tier 2 Not used for initial logging of incidents, but may includespecific tier 2 document / instructions etc.Knowledge Management Process7 of 9

Knowledge Management State ModelA state model allows for the capture of key process milestones. Each milestone represents an importantpoint in time within the process that needs to be captured, often for performance measurementpurposes.Knowledge Management MetricsMetric NameRelated Knowledge RecordsKnowledge UseKnowledge SearchesKnowledge Records createdKnowledge Records updatedStale knowledge recordsAverage "scored" knowledge rankingKnowledge used by customers for self-helpKnowledge searches by customers for selfhelpVolume of FPOC designed but not FPOCresolved incidentsYale UniversityNotesMeasures how often each KR is being associated toother process records (e.g. Incident, Change etc.).The number of times a non-process linked KR has beenflagged as "helpful".Frequency the SKMS is searchedVolume of KRs createdVolume of KRs updatedVolume of KRs beyond their valid dateFor knowledge records that are scored - the averagescoreTier "0" leveraged help that was used for self-help.The volume of searches provided by customers for selfhelp (i.e. Tier "0").Represents the scenario where a KR is designed for butnot resolved at FPOC.Knowledge Management Process8 of 9

Document HistoryVersion Date0112/31/2011ChangesInitial Document020304Minor UpdatesMinor cosmetic changesAdded Metrics / minor updates01/02/201201/24/201202/04/2012Yale UniversityKnowledge Management ProcessAuthorAngie Massicotte /Michael OasMichael OasAngie MassicotteMichael Oas9 of 9

RACI Knowledge User Knowledge Author Knowledge Reviewer (Content SME) Knowledge Manager / Coordinator(s) Knowledge Mgt Process Owner 1.0 Identify Knowledge AR 2.0 Author / Update Knowledge AR R 3.0 Review and Update Knowledge C R AR 4.0 Publish Knowledge I I I

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