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.

Mission: 

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

Goals: 

• 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

Output:

• 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

Next post in this series: What is process design (my way) post 4(5). Part two.