Knowledge Base

2.1 Overview

Topic Description

Purpose: To develop new Knowledge Base articles and/or to update existing ones based upon lessons learned.

Roles: SME / Support Team IT Ops Service Desk Analyst

Tools: Telephone, Email, ServiceNow, Service Desk

Prerequisites: A problem affecting the user(s), systems, applications

Inputs: New articles Lessons Learned

Outputs: Knowledge Base articlesAssociated Process: Procedures

Problem Management, Incident Management, Service Management, Major Incident Management, Knowledge Base articles, Knowledge Base Request

Service Desk Knowledge Base

Tool

s/WP

Helpd

esk

IT

Ops

SME

/ Su

pport

Tea

m

Yes

No

Yes

Yes

No

New

Notification if IT Ops Submitted

14. Review with IBM / HD

4

Request current knowledge base

scripts

12. Review / Write /

Rewrite

19. Update SME /Support Teams

11. Work with Support Teams &

Subject Matter Experts

15. IBM Approves?

13.

ABC Approves?

18. Complete Implementation

6. Are there any? 17.

Train Helpdesk Personnel

16. Update IBM Knowledge Base

20. SME acknowledge

8. Need New or Revise?

9. Start New Script

7. Review Current Script(s)

10. Gather

Data & Info

3. Determine which scripts to

review

1. Send /Updates / Documents

directly to HD

2. Request for

script(s) to be updated

5. .Provide current scipts

Revise

2.2 Process Narrative

2.3 Process NarrativeStep Description Role Work Product or

Tool Usage

1 Send Documents / Updates directly to Service DeskThose articles that are simple updates to the existing articles are sent directly to the Service Desk for them to update the Knowledge Base. No approvals are required in this case.

SME / Support Team Articles

2 Request for Script(s) to be UpdatedThe SME / Support team makes a formal request to the IT Ops team in cases where the existing script(s) require updates.

SME / Support Team Email

3 Determine which Articles to Review?The articles to be reviewed are decided based on the following: Daily problem review / trending New or revised applications / situations

IT Ops

4 Ask IBM for Copies of Current Knowledge Base ArticlesThe IT Ops team requests IBM Service Desk for the latest version of the knowledge base articles for review.

IT Ops

5 Is There Any?IBM Service Desk searches the Knowledge Base for the script(s) that is requested for by the ABC SME.If Yes, proceed to Step 6: Review Current Script(s)If No, proceed to Step 8: Start New Script

Service Desk Knowledge Base

6 Review Current Script(s)IT Ops reviews the existing script retrieved by IBM Service Desk.

IT Ops

7 Need New or Revise?Determine whether the existing script needs to be revised or a new script be developed from scratch.If New, proceed to Step 8: Start New ScriptIf Revise, proceed to Step 9: Gather Data & Info

IT Ops

8 Start New ScriptThe IT Ops team starts development on a new script.

IT Ops

9 Gather Data & InfoIT Ops team begins the task of gathering the information needed to either update an existing script or develop a new script. Information is obtained from the following sources:1. Review of the daily problem report and / or trending report2. Situations occurring due to changes made to an existing application or a new application being implemented in the production environment.

IT Ops

Step Description Role Work Product or Tool Usage

10 Work with Support teams & SMEsAnalyze the data gathered and seek input from SMEs and support team(s) to obtain a clear understanding of the issue and how to resolve it.

IT Ops

11 Review / Write / RewriteWrite / rewrite the articles, as applicable and review them with the SMEs / support team(s)

IT Ops / SMEs / Support teams

12 ABC Approves?If Yes, proceed to Step 13: Review with IBM Service DeskIf No, return to Step 9: Gather Data & Info

IT Ops

13 Review with IBM / Service DeskThe updated / new articles are reviewed with the IBM Service Desk

IT Ops / Service Desk

14 IBM Approves?If Yes, proceed to Step 15: Update IBM Knowledge BaseIf No, proceed to Step 9: Gather Data & Info

Service Desk

15 Update IBM Knowledge BaseService Desk updates the Knowledge Base with the revised / new articles

Service Desk

16 Train Service Desk PersonnelService Desk begins training its team on the revised / new articles. Usually there is a two week window available for the Service Desk personnel to be trained on the revised / new articles.

Service Desk

17 Complete ImplementationImplement / roll out the revised / new articles across locations from a pre-determined date.

Service Desk

18 Update SME / Support TeamsCommunicate to the SMEs / Support Teams that the revised / new articles are now “in production / in effect”.

IT Ops

19 SME AcknowledgeSME / Support Teams acknowledge the communication from the IT Ops team.

SME / Support Teams

2.4 RACI Matrix

Steps SME / Support Team IT Ops Service DeskSend Documents / Updates directly to Service Desk RRequest for Script(s) to be Updated RDetermine which Articles to Review? RAsk IBM for Copies of Current Knowledge Base Articles RIs There Any? RReview Current Script(s) RNeed New or Revise? RStart New Script RGather Data & Info RWork with Support teams & SMEs RReview / Write / Rewrite C RABC Approves? RReview with IBM / Service Desk R IIBM Approves? RUpdate IBM Knowledge Base RTrain Service Desk Personnel RComplete Implementation RUpdate SME / Support Teams RSME Acknowledge R

 Key:

Responsible - Those who do the work to achieve the task. There is typically one role with a participation type of Responsible, although others can be delegated to assist in the work required (see also RASCI below for separately identifying those who participate in a supporting role). Accountable (also Approver or final Approving authority) - Those who are ultimately accountable for the correct and thorough completion of the deliverable or task, and the one to whom Responsible is accountable. In other words, an Accountable must sign off (Approve) on work that Responsible provides. There must be only one Accountable specified for each task or deliverable. Consulted - Those whose opinions are sought; and with whom there is two-way communication. Informed - Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.