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.
- 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
- Identify, record and approve knowledge
- Transfer Knowledge
- Monitor Knowledge
- Review, validate and retire knowledge
Next post in this series: What is process design (my way) post 4(5). Part two.