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Knowledge Management
Procedure Manual
TeliaSoneraThe purpose of this document is to lay down the procedure for Knowledge Management.
Document Control
0.1 Change HistoryPublished / Revised Date
Version No. Author Section / Nature of Change
02nd April 2013 0.1 Santosh Chaudhari
Initial Draft
0.2 Distribution ListName Role Representing
Kerstin Wennberg Business Solution Manager
Telia Sonera
Annelie Hasselblad Business Solution Specialist
Telia Sonera
Hakan Pohjanen Business Solution Specialist
Telia Sonera
Amit Pai Service Manager Capgemini India
Bertil Vilhelmsson Functional & Technical ( Herkulas)
Capgemini Sweden
Niklas Drewitz Incident Manager Capgemini Sweden
Anders Linden Production Planner Capgemini Sweden
Boris Ristov Functional & Technical (Argus)
Capgemini Sweden
Hiten Vira Functional & Technical (HAR)
Capgemini India
0.3 Approval ListName Role Representing
Kerstin Wennberg Business Solution Manager
Telia Sonera
Annelie Hasselblad Business Solution Specialist
Telia Sonera
Hakan Pohjanen Business Solution Specialist
Telia Sonera
Amit Pai Service Manager Capgemini India
Proposal Title
Table of contents
1 Scope and Objective.......................................................................................................................... 1
2 Process Workflow.............................................................................................................................. 2
3 Roles and Responsibilities................................................................................................................3
4 Procedure............................................................................................................................................ 3
5 RACI Matrix for the Knowledge Management..................................................................................4
6 Interfaces/References to Other Processes.......................................................................................5
Proposal Title
1 Scope and Objective
The primary objective of the Knowledge Management process is to enabling the supporting teams to improve the service quality, reduce service cost and increase customer satisfaction and ensuring supporting teams has continuous access to adequate information service usage and consumption, service delivery constraints, and Problem information such as errors, faults and workarounds.
This process is central to providing knowledge to all other IT Service Management processes.
This document defines the procedural activities on Knowledge Management to be operated at locations – TeliaSonera (Sweden) and Capgemini – India.
The scope of Knowledge Management is gathering, analyzing and sharing knowledge and information within a TeliaSonera organization. The key purpose of this process is to ensure the right information is delivered to the right place or person at the right time in order to enable informed decisions. Effective
Knowledge Management should reduce or eliminate the need to rediscover knowledge.
2 References / Definitions The references and definitions used in this process manual are listed as below –
Herkulas Contract Synopsis ITIL V3: Service Lifecycle – Service Transition covering Knowledge Management
Abbreviation Description
AM Application Management
CI Configuration Item
IM Incident Management
ITIL Information Technology Infrastructure Library
KEDB Known Error Database
KPI Key Performance Indicator
KDB Knowledge Database
OLA Operational Level Agreement
SLA Service Level Agreement
Terms Definitions
Incident Incident means (a) any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to or a reduction in the quality of that service.
Major Incident Is an Incident classified according to its high impact and urgency as priority A Incident.
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Terms Definitions
Problem A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
Impact Represents the level to which an issue has the potential of affecting the Business.
Known Error Known underlying cause. Successful diagnosis of the root cause of a Problem, and workaround or permanent solution has been identified
Work Around The pre-defined and documented technique in which to restore functionality to the Originator with the required functionality. A workaround is NOT a permanent (structural) solution and only addresses the symptoms of errors. These workarounds are stored in the KEDB.
3 Process Workflow
Process Workflow Description
4 Roles and Responsibilities
Role Organization ResponsibilityKnowledge Management Process Manager
Telia The tactical role that performs cross segment coordination and runs the day to day, end to end Knowledge Management process.
Knowledge Manager Capgemini Operational role coordinating activities and supervising resources in the performance of process activities within their segment.
Subject Matter Experts (SME) Contributors and Reviewers
Capgemini Subject Matter Experts (SME) Contributors and Reviewers
5 ProcedureThe sub-processes of the high level process model are described at a high level:-
Steps Sub-Process Description
KM 1.0 Initiation of Service Knowledge Management
Develop and maintain the Service Knowledge Management System (SKMS tool).
Establish and maintain content standards for
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the SKMS.
Train and certify authors, reviewers and publishers of SKMS content.
Enforce SKMS policies and procedures to protect the knowledgebase and its content.
KM 2.0
Search Knowledge Management
Database (KMDB)
Is a solution found?
Is a solution adequate?
Perform keyword search.
Determine whether the information exists in the KMDB.
Recommend content to be added to the SKMS system.
KM 3.0 Refine Search Criteria and search again
Solution found?
Fix It/Add more Information
Enforce SKMS policies and procedures to protect the knowledgebase and its content.
Determine whether the information is fit for purpose
More information is added to make solution more effective
KM 4.0 Notify to review the informationReview SKMS articles to ensure information is
relevant, accurate and complete.
KM 5.0
Update Solution with additional information
The stored solution is updated with additional information to make it more effective
KM 6.0 Link Solution to Ticket Review articles that have been flagged for review by end-user / process participants.
KM 7.0 Deliver the SolutionRemove outdated, sensitive or incorrect information.
KM 8.0 ReportGenerate and publish interactions related with the knowledge base (i.e. frequently used articles, articles used for end-user self help, articles appearing in search results that are not relevant).
KM 9.0
KM 10.0
Create KM Content?
Create New Solution from Information gathered
KM Article Submission & Review
Determine whether support team member can create KM content.
Create new solution and upload to KMDB
If Support team members cant able to create the solution in the KMDB tool, the content should be emailed to the concerned team member having rights to create the solution in KMDB and it should be review by Team Leader
6 RACI Matrix for the Knowledge ManagementR Responsible
A Accountable
C Consulted
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I Informed
DescriptionProcess Owner
Process Manager
Subject Matter Expert
Knowledge Manager
Ensure SKMS is updated as work is performed or as information is discovered.
CI AR R R
Train/certify personnel sufficient to populate and maintain content of the SKMS related to their services.
CI AR R R
Participate in a workflow that reviews SKMS content related to their services. This review will adhere to the negotiated SLAs.
CI AR R R
Responsible for ensuring information in the SKMS is maintained, accurate and relevant.
CI AR R R
Populate the SKMS with information required by support teams. Examples of information types are:
Known Errors with systems Troubleshooting procedures Workarounds for Incidents / Problems How to guides FAQs Manuals
System Changes and updates.
CI AR R R
Have rights to modify content where appropriate or, at a minimum, the ability to flag SKMS content for review
CI AR R R
Upon delivery of services, the Support teams shall provide the information required for initial population of the SKMS.
CI AR R R
Create New Solution from Information gathered R A C/I
KM Article Submission & Review I C R/A
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7 Interfaces/References to Other ProcessesThis process has a key relationship or dependency with the following ITSM processes:
Configuration Management
Release and Deployment Management
Change Management
Request Fulfillment
Incident Management
Service Catalog Management
Problem Management
Service Validation and Testing.
Inputs
Consider the inputs to the process:
KMDB (part of SKMS)
Capacity requirements
KEDB
Outputs
Consider the outputs from the process:
Updated KMDB (part of SKMS)
Capacity Plan
Test data
SLA, OLA
Incident Reports
Errors, faults and workarounds Security Policy
CI information
Service Release and plans
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