GoA Knowledge Management Program Overview

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GoA Knowledge Management Program Overview


GoA Kno
wledge Management Pr
ogram

Overview

Table of Contents

Introduction

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2

Document Objective

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2

Document S
cope

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2

Target Audience

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2

Knowledge Management Program Description

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2

Types of Knowledge

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2

Roles and Responsibilities

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3

Requestor:

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3

GoA Knowledge Manager:

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3

Service Desk Knowledge Manager:
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3

Subject Matter Expert:

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3

Ministry/Tier 2 Document Owner

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4

Knowledge Management Program Functions

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4

Component of the Knowledge Management program are:

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4

Feedback Process

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4

KM Process Components

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4

Add knowledge


New Requests

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4

Update knowledge

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5

Review Refresh knowledge

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5

Solution Archival Knowledge

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5

Archive knowledge

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5

Authoring Guidelines

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5

Governance

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5

ITSM Integration


If Required

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6

RightAnswers Reporting

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6

Usage reports analysis:

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6

Monthly Activity Report:

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6

Agents Experiences Report

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6

Trai
ning

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6

Process Exceptions

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7

Related Documents and Supporting Processes

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7

Glossary
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GoA Knowledge Management Program Overview


Introduction

Document Objective

The purpose of this document is to introduce the high
-
level components of the Knowledge
Management Process.

The primary objectives of Knowledge Management are to
implement and
maintain knowledge in a manner that makes the knowledge easily accessible and up to date for
use by the Service Desk, Support Groups, or the designated audience.

Document Scope

This document describes the standard process for Knowledge Manage
ment within the account
for the Government of Alberta
.

Target Audience

The target audience for this document includes groups providing delivery support, including:



Agents



Clients



Partnering Technicians



Others involved in the Knowledge Management Process

Knowledge Management Program
Description


Knowledge management is a systematic process of capturing,
organizing

knowledge so it can
be accessed and applied easily and in the right context, assessing its value and changing it so
that the supply of knowledge

meets both current and forecast
ed

demand.

The Knowledge Management process comprises
of
a range of strategies and practices used to
identify, create, represent and make available, insights and experiences, these comprise
knowledge, either embodied in ind
ividuals or embedded in processes or practices. This
knowledge is captured and made available to everyone and is kept up to date by solution
management process.
The knowledge management process enables informed decisions, and
improves efficiency by reducin
g the need to rediscover knowledge.

The Knowledge Management Process manages the daily updates that need to be made to the
knowledge

base to keep it up to date as well as
capture
new client implementations.

Types of Knowledge

There are three different typ
es of Solutions currently in R
ight Answers

that the S
ervice Desk

Agent will consume.



Custom Solutions in Right

Answers.



Custom Solutions in RAKE portlet, raked from other locations.



COTS Solutions
.

These solutions have two purposes. Used for tro
ublesho
oting or for consulting:


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GoA Knowledge Management Program Overview




Troubleshooting can be defined as ‘it worked yesterday, but doesn't work today’ or
break/fix content. This type of content generally consists of bugs, defect issues and
exact error messages



Consulting is defined as a question asked

by the end
-
user. This type of content
generally involves product/service functionality, questions about a service, frequently
asked questions and others

R
oles

and Responsibilities

Requestor:

Requestor s
ubmits a
knowledge request
.

A
knowledge request

may be a request to add,
modify or delete content. NOTE: A request can come from anyone regardless of whether it’s
from
the service desk or support teams. It may come in through the RightAnswers tool or the
KM inbox

through any of the feedback options


Go
A Knowledge Manager:

Performs Content Review and enforces style and presentation across the knowledge base and
ensures the proper methods are used to apply individual knowledge requests within the
knowledge base. He / She is responsible

for
oversight of the overall database integrity but not
the technical accuracy of the data

Manager ensures

content is applied consistently to the
knowledge base according to the style guide
;

completes f
inal publication of add, update and
delete requests after

all validation is complete

Service Desk

Knowledge Manager:

Performs Content Review and enforces style and presentation across the knowledge base and
ensures the proper methods are used to apply individual knowledge requests within the
knowledge base. He
/ She is responsible

for



Approving or rejecting

content updates from submitters



Content integration into existing knowledge base



Responsible for oversight of the overall database integrity but not the technical accuracy
of the data



Ensuring content is ap
plied consistently to the knowledge base according to the style
guide



Submits
Final publication of add, update and delete requests after all validation is
complete


Subject Matter Expert:

SME p
erforms Technical Review and is responsible for the technical

accuracy and timeliness of
all knowledge in the database. The ministry contacts also perform technical reviews.
SMEs may
submit new content; assure

the content is
being updated as needed. They Review new
knowledge submissions for technical accuracy
.
Responsible for the technical quality assurance
of content


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Ministry/T
ier
2 Document Owner

Document Owner p
erforms Technical Review and is responsible for the technical accuracy and
timeliness of all knowledge in the database. The ministry contacts also per
form technical
reviews.
Accountable for

the technical quality assurance of content

Knowledge
Management Program Functions

C
omponent of the Knowledge Management
program

are:



Content strategies implementation



Knowledge edition and publication



Content submi
ssions communication



Knowledge management processes and documentation

(style guidelines, global synonyms, processes, etc.)



Content and tools feedback



Knowledge submission process



Revision process for technical accuracy, methodology and style



Audit

for duplications, spelling, coding and other errors



Obsolescence clean up



Reports creation and
analysis



Feedback Process

Feedbacks are received by:



Solution Manager Alerts Notifications PROD



Direct to the Knowledge Management inbox via Knowledge Managem
ent (Right
Answers).



Comments on Solution


Goes to RightAnswers Solution Manager as a “Flag for
Review”.



Request a new Service Desk Solution
-

Goes to RightAnswers Solution Manager as an
“External Request”.



Request a new KM solution


Goes to RightAnswers

Solution Manager as an “External
Request”.



Request a new solution from the KM Support Group


Goes to Knowledge Management
inbox


KM Process Components

Knowledge should have technical accuracy to be published. Database maintenance must be in
charge of ver
ifying the completeness, format and validation of knowledge. Also database must
be searched for duplications, spelling, coding and other errors. If any one of these is found,
corrections must be made visible to end user.

Add knowledge


New Requests

This
process indicates the way a Knowledge Manager must handle the contributions received
for new knowledge.
As per requestor, knowledge may need to be added
to
knowledge

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GoA Knowledge Management Program Overview


database. This addition is performed by the Knowledge Manager after accurate and relevant
knowledge content has met technical accuracy parameters and has been validated.

Update knowledge

As per requestor, knowledge contained in the knowledge database must be updated as needed.
This is performed by the Knowledge Manager after technical accuracy

of the knowledge
provided had been guarantee
d.

Review R
efresh knowledge

The knowledge database should be checked for any
solutions that have not been reviewed in
the past year as part of the annual review cycle. Outstanding items are assigned to be revi
ewed
and pushed through the
Solution Management

process.

Solution Archival

Knowledge

This process indicates the way a Knowledge Manager must handle the contributions received
for archiving knowledge.

Archive knowledge

As per requestor, knowledge may
need to be archived from the knowledge database. This is
performed by the Knowledge Manager after the removal and has been validated by the SME
and the Ministry/T2 Document Owner/Reviewer Document Owner
.

Authoring Guidelines



The authoring guidelines prov
ide the appropriate methodology and style characteristics

according to
a combination of the RightAnswers Solution Manager S
tyle
G
uide

and HP Best
Practices
.

Governance

A model for kn
owledge management governance will

be determined by having Bi
-
weekly
mee
ting
s with the Service Alberta

K
nowledge
M
anagement team
.

Meeting Agenda:

Review number

of:



Solutions with Refresh Dates due
.



New/Updated Solutions as WIP



Pending

approval/review

U
pcoming changes
, projects
and onboarding services

Review Tool or
Process impacts

Critical items/priority setting


Expected Outcomes:



Standards for direction and
control that

set

targets and express

t
he changing
requirements of stakeholders.



Defined p
rocesses for implementation, enforcement and learning. Standards alone
tend
to be merely suggestive and descriptive, without effect or ability to induce change.
Applying actual

governance would require standards
that
are appropriately quantified,
qualified or expressed, and coupled with processes for deployment and enforcemen
t of
compliance.



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Improvement
and Result
Measur
es



Feedback

Process



Project
D
eliverables



S
ervice
L
evels



Misroutes

tracking



CSAT


ITSM Integration


If Required

T
h
is is a sub process of the Develop, Maintain and Archive Knowledge processes. ITSM
products and initiator script
will need to be created, updated or removed as required
.

This
process is in progress.


RightAnswers

Reporting


As part of the Knowledge Management Process, reports must be created to inform all people
involved in the service
delivered to end user. The way to achieve is by the usage of reports. The
reports each one a specific purpose:


U
sage

reports

analysis
:

Usage of the knowledge database must be tracked to ensure knowledge is been used and this
may guaranteed that the knowl
edge is useful.


Monthly Activity Report
:

I
ncludes activities developed during an established period of time. Also, includes information
about other activities performed during the month. Use the Monthly Activity Report Work
Instruction as reference


Agents Experiences Report

Refers

to the report used to inform each account management about knowledge tool usage
performed by the S
D

during the time frame indicated
.


Training

Knowledge Manager participates in the Training Process aspects related to acti
vities developed
in the daily basis. This training can be for Agents, Technical Reviewers and new Knowledge
Managers:



Agents: this training refers to the database tool training to be delivered by the
Knowledge Management team to agents in order to provide
appropriate service to end
users



Technical Review refers to the plan to be followed every time a Technical Reviewer
needs it, in case he is a new Technical Reviewer or if refreshment is needed.



New Knowledge Managers training introduces a training agenda t
o prepare new
Knowledge Managers in order to assume its position in the account assigned to him or
her.



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GoA Knowledge Management Program Overview


Process Exceptions


Exceptions must be approved by the GOA Director, ICT Processes and follow formal
Change Management Processes.

Related Documents an
d Supporting Processes

***In production***

Glossary


Term

Description

GoA KM

Government of Alberta Knowledge Manager

SD

KM

Service Desk

Knowledge Manager

SD

Service Desk

SME

Subject Matter Expert

SDM

Service Delivery Manager

KM Inbox

Knowledge
Management Inbox

Solution
Tracker

Was created as a SharePoint list from a RightAnswers report. Each time a
solution is published, the tracker is updated with refresh due date information
and other
valuable reporting information.

Access i
s restricted to Go
A
:

Solution Tracker

Content
Reviewer

Reviews content and ensures it is coinciding with the RA Authoring Guidelines @
Solution Manager

(Access is restricted to GoA)

Technical
Reviewer

Reviews content and ensures the technical aspect is correct and can be
performed at
the GOA SD

Document
Owner

Owns the document content and
its

validity

Solution

This is the term used in RightAnswers for the
know resolution previously applied


Document Review

and Revision

Version

2
.0 (DRAFT)

Effective Date

05/30/13

Source

GoA
Knowledge Management Process Guide,

created by :Mischelle Thorne / Steven Mackay Sept 12 2012

Last Revised


Annual Review

09/12/2013

Ad
-
Hoc Review


Change

CRQ

Document Owner

Prepared by

Name

Shannon Skov
-
Rackette

Name

Oksana Mashchak

Role

Service
Integration Coordinator

Role

Business Analyst

Document Location

http://imtdocs.alberta.ca/operations/581.aspx

Document Sensitivity

Unrestricted

Document Number

C000067