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

Proposal Title | 2

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

Proposal Title | 4

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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