Knowledgebase Process
Infoservices@Griffith Knowledge tools
GRIFFITH UNIVERSITY
Version 1.0
Version History
Version
No
Issue Date
Nature of Amendment
Editor
0.1
03/8/2004
First draft
Andrew Bowness
0.2
30/08/04
Initial revision by project group
Andrew Bowness
0.3
05/10/04
Annette’s feedback
Andrew Bowness
0.4
11/10/04
Misc mods from feedback session
Andrew Bowness
0.5
31/01/05
Update Document
Andrew Bowness
First release
Andrew Bowness
1.0
Distribution
Copy #
1
2
3
4
5
Recipient
Date issued
Reason for distribution
GRIFFITH UNIVERSITY
Knowledge Management Process Manual
Table of Contents
1
Introduction ............................................................................................ 2
2
Roles and Responsibilities .................................................................... 4
3
The Knowledge Management Process ................................................. 6
4
Characteristics of Knowledge entries .................................................. 8
5
Incident Matching................................................................................. 10
6
Communications framework ............................................................... 11
7
Performance Management .................................................................. 12
8
Management Reports ........................................................................... 13
9
Appendix A: Incident Management Categories.................................. 14
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Knowledge Management Process Manual
1 Introduction
The Division of Information Services is currently implementing the Computer
Associates Unicentre Service Desk tool. Included with this product is a
knowledge management system referred to as InfoServices@Griffith
Knowledge tools
This Process Manual describes how the Knowledge tools will be maintained
and operated within the Division of Information Services (INS).
1.1 Objectives
Griffith University aims to achieve the following objectives with the
InfoServices@Griffith Knowledge tools implementation:







Increase resolution at “Tier 0” (client self help)
Decrease reworking of known errors
Improved knowledge management capabilities
Utilise client feedback on individual knowledge entries
Support Incident and Problem Management at Griffith University
Support the request for information process
Empowering INS staff to provide resolutions and information
1.2 Scope
This process manual documents the Knowledge Management process
including:




The process flow
Roles and responsibilities
Communication framework
Management reports
The purpose of this document is to provide a structured approach to knowledge
management in the InfoServices@Griffith Knowledge tools. The process is
needed to effectively manage our intellectual assets.
1.3 Definitions
Tacit Knowledge – Knowledge that has not been previously documented and
shared across an organisation.
Explicit Knowledge – Knowledge that has been documented and stored.
Infoservices@Griffith Knowledge Tools – The knowledge application that was
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Knowledge Management Process Manual
purchased with the Computer Associates Serviceplus Service desk tool for use
by INS
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Knowledge Management Process Manual
2 Roles and Responsibilities
2.1 INS Staff
INS Staff will:

Share knowledge rather than hoard it

Use the knowledge of others

Use knowledge collaboratively rather than competitively

Integrate knowledge management as part of their work practices

Generate new Knowledgebase entries where they identify a need

Minimise the replication of Knowledge entries within the tool
2.2 Subject Matter expert

Review knowledgebase entries prior to publishing for INS staff

Advise product and service manager on the accuracy of KB entries

Review and develop content on behalf of Product and Service
managers
2.3 Service Desk Manager
The Service Desk Manager will:

Encourage InfoServices staff to be diligent in their monitoring of
Knowledgebase patterns and identifying requirements for new entries.

Build knowledgebase searching into the work practices of InfoServices

Review feedback provided by Knowledge users via the
InfoServices@Griffith Knowledge tools (“comments” box responses.
Feedback from users) and define needs for new entries.
2.4 Knowledgebase process owner:
The Process owner will:

Monitor reports pertaining to expiry dates that are circulated to P&S
managers
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Knowledge Management Process Manual

Report on client feedback (provided by feedback mechanism within the
tool)

Escalation point for InfoServices@Griffith Knowledge tool issues.
2.5 Style Manager
The style manager will:

Review entries that will be located in the “public” partition of the
knowledgebase

Ensure the language and style of knowledgebase entries are
appropriate for INS clients

Provide advice to product and service managers on appropriate content

Ensure overall coherence and effectiveness of knowledgebase content
2.6 Product and Service Managers
Product and Service Managers will:

Be responsible for generating new entries related to their Product and
Services

Review knowledge base entries that have been created for their product
and service that will be in the public domain.

Review public domain entries prior to expiry and reapprove them as
necessary

Escalation point for accuracy issues

Delegating these responsibilities where appropriate
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Knowledge Management Process Manual
3 The Knowledge Management Process
The Knowledge Management process within INS is designed to maintain the
viability and integrity of the InfoServices@Griffith knowledge tools. This will be
a mechanism for clients and staff of INS to obtain information about the
products and services that INS offers.
3.1 Objective of Knowledge Management
The objective of Knowledge Management is:
To help all Griffith University staff and students find the information they need
about INS products and services when they need it. It also provides a
repository of explicit knowledge related to INS products and services for use by
INS staff to facilitate the resolution of incidents. The Knowledge Management
process to support Incident and Problem management within INS.
3.2 Content
The InfoServices@Griffith Knowledge Tool will be populated with:

FAQ (frequently asked questions) entries

Technical Fix documentation for INS staff

Workarounds generated by the Problem Management process

Known errors that are not removed
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3.3 Knowledge base approval process Flow
Generate Knowledge
Examples of mechanisms for
Generation of Knowledge entries;

Through the Problem process

INS staff identifying
Knowledge entry needs as part of
standard work practices

Product/Service manager
requesting content

New Product/Service
becoming operational

Service desk manager
identifying trends in incidents that
can be reduced through
Knowledge entries
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Knowledge Management Process Manual
4 Characteristics of Knowledge entries
A style guide will be produced to facilitate the creation of new entries. The style
guide is an important aspect for knowledge entry creation as it improves
comprehension of knowledgebase content. Topics covered in the style guide
will include:

Look and Feel

Language guide

Content guide

Use of screen shots and attachments
See Appendix B - Style guide
4.1 Required Knowledge base fields
The following fields should be completed before the solution is finally added to
the Knowledge Base:

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


Document title
Category
Summary
Problem
Resolution
Subject matter expert
Approver double check link to title dummy record
Expiry date
4.2 Categorisation
For ease of use, the Incident Categories will be used as the breakdown
structure for knowledgebase entries. This structure is used when operators
choose to browse for a solution rather than using search criteria.
Categorisation also assists in the ongoing management of Knowledge base
entries. (see appendix A for category structure)
4.3 Document Expiry
The default expiry period for knowledgebase entries will be 1 year although the
period may be altered. Weekly Reports will be produced for Product and
Service Managers showing which of their knowledge base entries have
reached the review of one month prior to expiry. Entries due to expire within 7
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Knowledge Management Process Manual
days will be highlighted. This will give them lead time to investigate if the
material is still appropriate or if it needs to be removed from the system. If
entries are not reapproved they will be archived from the system. The expiry
date can be reset if more time is required.
4.4 Client content principles
There are two main reasons for having a section of the InfoServices@Griffith
knowledge tools available to the general public;

Information to allow clients to solve their own questions without
contacting INS staff (Tier 0 resolution).

“How to” or “Frequently asked questions” information to supplement the
use of INS products and services.
Knowledge entries that have these characteristics should be published
publicly.
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5 Incident Matching
Incident matching is a process defined in the Problem Management Handbook
that leads to the creation of a new problem record. Incident matching prevents
the reworking of problems by determining if the symptoms being experience by
clients are the result of a known error or if a work around has already been
generated.
5.1 The Incident Matching Process
Has there been other incidents
recently with similar
symptoms?
Incidents
Received
Sometimes there may even be
many routine incidents with
common symptoms
Can the Incident be
matched to
A problem record?
Check to see if
there already is a
known Error or
Problem that
matches the
symptom of the
incident.
Yes
No
Can incident be matched to
Knowledgebase entry
Yes
Solution or workaround
Available?
Yes
No
Restore service
If no match create
a new problem
record
Problem Control Process
(See the Problem
Management Quick
reference card for more
details)
Use “Did this help” tick box
in Knowledge entry
New KB entry may be
created as a result of
problem process
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Knowledge Management Process Manual
6 Communications framework
6.1 Communication to INS Staff
This is probably one of the most important points of this procedure. Once new
solutions are approved, INS staff need to be made aware of the change. A
weekly Knowledge Base solutions list report should be produced and made
available to all INS staff. The report should cover the following items:





Title of the solution
Summary
Solution Category
* if possible hyperlink* Knowledge ID Reference
*If Possible* What has changed in the entry
6.2 Training
Training in the Knowledgebase tools will be provided to INS staff as part of the
implementation project for the Service Desks tool. Training sessions will be
held periodically as part of the ongoing management of InfoServices@Griffith
knowledge tools.
6.3 Feedback mechanisms within the tool
The knowledge base tool has feedback mechanisms available with each entry.
This feedback will be returned to the Knowledgebase Process owner and
Service desk Manager to be used for tuning of entries and to highlight where
information may be out of date prior to expiry. This data will also be used to
inform the KPI’s for the Knowledge base process
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Knowledge Management Process Manual
7 Performance Management
Performance management for the Knowledge Management Process will be
determined by the Incident, Problem and RFI KPI’s
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Knowledge Management Process Manual
8 Management Reports
In this section the Management information provided by the Knowledge base
process owner is specified. These reports are provided to Product and Service
managers and the Content manager.
Management reporting takes place on a weekly. monthly and quarterly basis
about the following subjects:
Weekly Reports
Monthly Reports
Quarterly
New KB entries
Expired documents
Breakdown of “hits”
Pending Expiry
New entries by Analyst
Feedback comments
No. “hits”
Feedback “Did this
help”
No. “did this help”
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Knowledge Management Process Manual
9 Appendix A: Incident Management
Categories
TBA
14