torsdag 4 februari 2016

What is process design (my way) post 3(5). Part one.

So let’s get real. I will use one of my favorite processes that I feel is so often misunderstood in the ITSM community as my example. The Knowledge Management process. You might think that the following is not a complete description and it is not. It is an example and a simplified one. It’s just to show parts of the content but it is real, no fiction.

Don't forget that this is not a "cut and paste" material. You still need to do the work yourself but feel free to reuse all of this content in any way you see fit.

Knowledge management process - Part one, the process.

Enable reuse of knowledge to deliver faster, more accurate and consistent support to business with decreased effort for resolutions and dependence on individuals. 

  • Reduced dependency of individuals for knowledge
  • Reduced time and effort required to maintain and support IT services
  • Ensure that all knowledge used and stored is consistent and readily available.
  • Improve the organization’s ability to utilize relevant information.

Success factors:
  • Ability for staff and vendors to find and access relevant knowledge when needed
  • Ability to distribute the creation, review and update of documented knowledge among staff and vendors
  • Ability to follow-up and reward the right behavior among staff and vendors to create and maintain a culture of knowledge sharing
  • Ability to track the usage and quality of documented knowledge 

Key Performance Indicators:
  • Increased number of times knowledge articles are being reused
  • Increased level of resolution within 1st line of support
  • Increased amount of knowledge searches leading to incident resolution
  • Increased rating of knowledge management satisfaction surveys among staff and vendors
  • Increased speed of handling recurring incidents

  • Increased speed, accuracy and consistency in IT support handling
  • Decreased cost of labor for IT support handling
  • Faster time to proficiency for IT staff and vendors

Sub processes:
  1. Identify, record and approve knowledge
  2. Transfer Knowledge
  3. Monitor Knowledge
  4. Review, validate and retire knowledge

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