Knowledge Management FAQKnowledge Management Frequently Asked Questions (FAQ)

HP® Management Software Service Management

1.0 ServiceCenter Knowledge Management Module:1.1 What is Knowledge Management?

1.2 Is there a Knowledge Management solution available for ServiceCenter?

1.3 What are the Part Numbers for the ServiceCenter Knowledge Management module?

1.4 How is the Knowledge Management module licensed?

1.5 Is there a Knowledge Management framework available? Like ITIL for Knowledge Management?

1.6 What is the framework for Knowledge Management called?

1.7 Does ServiceCenter Knowledge Management support Knowledge-Centered Support (KCS)?

1.8 What is Knowledge Center Support (KCS)?

1.9 What are some of the goals of KCS? Why should you use KCS rather then traditional methods?

1.10 Who are the Benefactors of the Consortium for Service Innovation?

1.11 Who are the Sponsors of the Consortium for Service Innovation?

1.12 How can I learn more about the Consortium for Service Innovation?

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------1.1 Question: What is Knowledge Management?Answer: Knowledge Management comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge for reuse, awareness, and learning across the organizations.

1.2 Question: Is there a Knowledge Management solution available for ServiceCenter?Answer: Yes - ServiceCenter Knowledge Management is a fully integrated support oriented knowledge management solution that supports Knowledge-Centered Support (KCS) standards and guidelines by providing a natural language search engine and rich-text authoring tools that enable users to search, update, and author knowledge articles. ServiceCenter Knowledge Management integrates with interaction, incident, and problem management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem. Users can also use this integration with interactions, incidents, and problems to create new knowledge. The rich-text editor allows users to include image files and document files of various types as attachments that can be linked to other documents or included as part of an existing document.

1.3 Question: What are the Part Numbers for the ServiceCenter Knowledge Management module?Answer: T4243AA HP SC Knowledge Mgmt Named User LTUT4244AA HP SC Knowledge Mgmt Floating User LTUT4236BA HP SC KM 1.1 Search Engine MediaT4791AA HP SC Knowl Mgt ESS User 100+/100 LTUT4792AA HP SC Knowl Mgt ESS User 5,000+/100 LTUT4793AA HP SC Knowl Mgt ESS User 10,000+/100 LTUT4794AA HP SC Knowl Mgmt ESS User 25,000+/100 LTUT4241AA HP SC Knowl Mgmt ESS User 50,000+/100 LTU

The ESS part numbers in SM7 will go to one part number and be a flat price. Today, you have to buy the item by quantity for the appropriate bucket.Named and floating users have to sync to Incident/SSF (later will sync to the helpdesk module)

1.4 Question: How is the Knowledge management module licensed?Answer: Three types: named, floating and enterprise self-service. You must purchase named and floating users before you can purchase self-service.We recommend change management also for the workflow component of Knowledge Management.

1.5 Question: Is there a Knowledge Management framework available? Like ITIL for Knowledge Management?Answer: Yes, Both ITIL v3 and Knowledge Centered Support provide and recommend best practices

1.6 Question: What is the framework for Knowledge Management called?

Answer: Knowledge Centered Support (KCS) you can look up the best practices and read about use cases within the consortium for innovation. If you are leading a support organization, you can participate as a member, helping to improve and set support best practices. www.consortiumforinnovation.org.

1.7 Question: Does ServiceCenter Knowledge Management support Knowledge-Centered Support (KCS)?Answer: Yes - ServiceCenter Knowledge Management is a fully integrated Knowledge-Centered Support (KCS)solution following these standards and guidelines and is certified by the KCS organization.

1.8 Question: What is Knowledge Center Support (KCS)?Answer: The Consortium for Service Innovation creates and maintains Knowledge-Centered Support (KCS) with rules, guidelines and standards along with certification. The Consortium is a non-profit alliance of customer service organizations working together to solve industry-wide challenges. With the idea that knowledge is the key asset of the support organization, the Consortium began work on KCS in 1992. The goal was to improve and share best practices for capturing, structuring, and reusing knowledge. The Consortium members have collectively explored, experienced, and invested in the ideas that have become KCS. Their collective investment, estimated to be more than fifty million dollars (not counting technology acquisition), has resulted in an estimated collective savings of more than two billion dollarsKCS practices involve collaborating, sharing, using and improving knowledge in a manner similar to a double loop process. Companies have mastered the solve loop of the process and are now wrestling with the evolve loop. It has become apparent that the evolve processes are not natural acts in our current business structures. Our current linear management practices stifle the ability to capture knowledge because of the value proposition the company puts forth to its employees.

Solve Loop (the A loop) Capture in the Flow Structure for Reuse Searching is Creating Just in Time Solution QualityEvolve Loop (the B loop) Workflow Content Vitality Performance Assessment

Knowledge-Centered Support (KCS) is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels for customers, gain operational efficiencies, as well as increase the organization's value to their company.KCS practices involve collaborating, sharing, using and improving knowledge. KCS practices encourage knowledge creation and improvement by all members of the support team and promote effective knowledge searches by maintaining update-to-date

knowledge bases. The out-of-box Knowledge Management system enables all internal and external users to provide user feedback on the knowledge documents. This helps to identify useful articles and to mark other articles for revision, which contributes to the overall quality and value of the information in the knowledgebase.1.9 Question: What are some of the goals of KCS? Why should you use KCS rather then traditional methods?Answer: The goal of KCS is to solve a problem once and use the solution often. KCS-based systems take advantage of the knowledge available in all phases of the service desk operations by making the knowledge captured by the customer support process available for reuse throughout the support organization. By implementing KCS organizations may achieve the following:

30% reduced help desk costs Calls, incidents and problems become knowledge by-products The customer’s words are captured and used to create knowledge, which

increases usability and find-ability True self-service knowledge works since it is in the words of the customer

1.10 Question: Who are the Benefactors of the Consortium for Service Innovation?Answer: Cisco Systems, Hewlett Packard, Microsoft, Novell, and Openwave.

1.11 Who are the Sponsors of the Consortium for Service Innovation?Answer: Dell, Quest Software, Sun Microsystems, and VeriSign. (also HP)

1.12 Question: How can I learn more about the KCS organization?Answer: You can learn more about the Consortium for Service Innovation at http://serviceinnovation.org/

2.0 Creating Knowledge:2.1 Can users create working copy of articles?

2.2 Can articles that are no longer relevant be retired?

2.3 Can users add feedback to give knowledge managers the ability to gage how articles are performing?

2.4 Does the solution have a rich-text editor?

2.5 Does the solution have the ability for users to flag incidents or problems as candidate solutions for the knowledgebase.

2.6 Does Knowledge Management offer the ability to identify "information” as good candidates for FAQ?

2.7 Can users attach files or embed items in documents? (i.e. scanned images, pictures, web links?)

2.8 How does shared content work and why do I want to use it?

2.9 Are Attachments indexed for searching?

2.10 Does the Knowledge Management module provide the ability to edit existing knowledgebase articles, following the authoring process?

2.11 Does the Knowledge Management module include the ability to establish expiration dates that drive update alerts to the document owner?

2.12 Does KM provide the tools to knowledge engineers to review data that is pending approval?

2.13 Can we import the data from Novo Solutions KM into HP ServiceCenter Knowledge Management?   If so, what is the level of effort?

2.14 Can Framemaker documents be indexed as part of Knowledge Management?

2.15 Does our KM module support knowledge packs?

2.16 Can you create FAQ’s within the Knowledge Management module?

2.17 Do you have the ability to attach files (i.e. scanned images, pictures, web links) within Knowledge Management?

2.18 Does the ServiceCenter Knowledge Management solution include a rules engine for the purpose of defining event triggers?

2.19 How do you physically navigate through the knowledgebase articles? Example: Windows explorer navigation?

2.20 How do you access, update, and populate knowledge base information?

2.21 Does ServiceCenter allow a user to add feedback to rate/score content for usefulness related to the inquiry?

2.22 What type of knowledge article templates come with Knowledge Management module?

2.23 Does our KM module come with any canned knowledge already built in?

2.24 Can a Single document have defined sections for users?

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------2.1 Question: Can users create working copy of articles?Answer: Yes

2.2 Question: Can articles that are no longer relevant be retired?Answer: Yes

2.3 Question: Can users add feedback to give knowledge managers the ability to gage how articles are performing?Answer: Yes

2.4 Question Does the solution have a rich-text editor?Answer: Yes

2.5 Question: Does KM provide the ability for users to flag incidents or problems as candidate solutions for the knowledgebase?

Answer: Incident tickets include a flag field to mark the solution as a candidate for the knowledgebase. Problem records can be promoted to the knowledgebase through a dropdown menu. If the resolution is marked as a candidate, it can be promoted to one of ServiceCenter’s fully integrated knowledge management tools: IR Expert or Knowledge Management. When Incident tickets or call records are being closed, users can mark the records as solution candidates. Relevant information from these solution candidates is automatically extracted and moved into a pre-knowledge file for IR Expert. Knowledge engineers then review the data submitted as candidates, modify each candidate as needed, and either promote a problem/solution combination to the core IR Expert knowledge file, or reject it. Resolutions can also be promoted to the Knowledge Management knowledgebase. If a resolution is posted to Knowledge Management, it enters the Knowledge Management workflows, which are used to edit and review knowledgebase candidates and their metadata. Once a document has been reviewed, it can be published or rejected.

2.6 Question: Does Knowledge Management offer the ability to identify "information" that are good candidates for FAQ?

Answer: FAQ articles can be created independent of Service Desk Interaction records, Incident resolutions and Problem records in the Knowledge Management module. Once created, these knowledgebase articles pass through the same editorial workflows as knowledgebase candidates generated through standard processes. Change management KM Change category or if the user does not have change management, they can use a doc inbox/queue to manage work in and out.

2.7 Question: Can users attach files or embed items in documents? (I.e. scanned images, pictures, web links?)

Answer: Attachments of all types except movie or wav file media are supported like: links, pictures, other docs and shared content are supported.

2.8 Question: How does shared content work and why do I want to use it?

Answer: Shared content usually consists of company logos or other branding elements used in most of the knowledge documents stored in the knowledgebase.. Generally, shared content has a one-to-many relationship with a document and linked attachments have a one to one relationship with a document.

2.9 Question: Are Attachments indexed for searching?

Answer: Yes but no hit highlighting within these attachments will appear. Not currently supported.

2.10 Question: Does the Knowledge Management module provide the ability to edit existing knowledgebase articles, following the authoring process?

Answer: Authorized users can create a working copy of an existing knowledgebase article for editing; out-of-box workflows in the Change Management module provide standardized authoring and approval processes. Once the article has been edited, it can be promoted back to the knowledgebase, replacing the original article.

2.11 Question: Does the Knowledge Management module include the ability to establish expiration dates that drive update alerts to the document owner?Answer: ServiceCenter captures an expiration date for each knowledgebase article. Notifications can be associated with these dates. Hot listed items can be promoted to its own hit list where the docs term out after date set.

2.12 Question: Does KM provide the tools to knowledge engineers to review data that is pending approval?Answer: Change Management is the workflow module where a specialized change category was created for this type of document triage, assignments and approvals. Users with the right group privileges can be easily set to review when it is assigned to them or their role. ServiceCenter automatically creates a change request for a knowledge document when the document is submitted for Workflow. Then it goes to the standard phases but can be moved along or published immediately with based on the user’s rights.

In the Change Queue, the change coordinator can initiate the following changes: Make any required changes to the document. Assign the document to a member of the document group for the document category or subcategory and move the request to the next phase. Approve the document immediately and publish to the knowledge base for internal or external Retire the document associated with the change request. Other approval requirements can be defined to meet your requirements.

2.13 Question: Can we import the data from Novo Solutions KM into HP ServiceCenter Knowledge Management?  If so, what is the level of effort?

Answer: Yes. But you will have to modify the import xml to load the data. The XML is well commented to ease you through this transformation

2.14 Question: Can Framemaker documents be indexed as part of Knowledge Management?

Answer: Yes. Framemaker documents are supported by both Knowledge Management and the HTML Editor.

2.15 Question: Does our KM module support knowledge packs?

Answer: Yes. Support for knowledge packs from RightAnswers will work without modification. Since the import function is just XML, any knowledge pack can be imported if the XML is changed to work with ServiceCenter.

2.16 Question: Can you create FAQ’s within the Knowledge Management module?

Answer: There is a Q/A doc type OOB. This provides single FAQ sequence. You can modify or copy the current template and then add more fields for use in the organization. In ServiceCenter’s any field can be set to mandatory unless it is a join. In the knowledge template, it is just a series of ServiceCenter fields that can be set to mandatory as needed.

2.17 Question: Do you have the ability to attach files (i.e. scanned images, pictures, web links) within Knowledge Management?

Answer: Yes. Attachments are supported and indexed unless they are movie media or wav files.

2.18 Question: Does the ServiceCenter Knowledge Management solution include a rules engine for the purpose of defining event triggers?

Answer: Yes. Events can be setup to trigger article development, review and archive. ServiceCenter allows administrators to define business rules, workflows, notifications, etc., with events, dates/times, or data entry. Out-of-box workflows are associated with knowledgebase articles (such as editorial and approval workflows), and new workflows can be created and associated with specific triggers.

2.19 Question: How do you physically navigate through the knowledgebase articles? Example: Windows explorer navigation?

Answer: Users can search by a category, and there is a breadcrumb trail for category search if you are drilled down so you know what branch you are in.

2.20 Question: How do you access, update, and populate knowledge base informationAnswer: Authorized users can access ServiceCenter’s Knowledge Management module through ServiceCenter’s Web or Windows clients. ServiceCenter provides out-of-box workflows for document creation and modification to standardize knowledge management processes. ServiceCenter Knowledge Management also provides a rich text editor for authoring and editing content. You can use the rich-text editor to author documents, and you can add documents as attachments that can include images, text files, Word files, or PDFs. When you author a document, you will be asked to specify a document type. Knowledge documents can be saved as drafts before they are complete. You can also preview a document while you are creating it.As part of the task to create a knowledge document, you can assign it to a document category or several document categories, depending upon the topic of the knowledge document. After you have created the knowledge document, you need to either submit it for approval or mark it as approved for either internal or external viewing. For example, in the out-of-box system, a user with a KCS II profile can immediately approve a document for internal viewing and a user with a KCS III profile can immediately approve a document for an internal or external audience.Authorized users can create, edit/change, approve, publish, and retire knowledge articles according to the rights defined by their user role. For example, one user may be able to contribute knowledge only, but not edit existing knowledge, approve new articles, retire articles, etc. The Knowledge Management (KM) security profiles control knowledge document access, creation, and administration. The administrative privilege allows users to manage document types, document views, and KM profiles. Users have a KM security profile and an operator record that determines what privileges the users has. The knowledge document categories that a user can access are determined by the knowledge groups to which the user is assigned.Within each security profile, there is a direct association between a defined (named) profile and the categories and sub-categories for which the selected capabilities apply. Each security profile maps to a document category or sub-category. A user with that profile has access to the documents specified by the profile-to-category mapping and all subcategories in that branch of the category tree. Profiles can be modified to select only some of the available capabilities for a profile, effectively creating sub-profiles. For

example, some users may not be allowed to approve knowledge documents externally as well as internally.

2.21 Question: Does ServiceCenter allow a user to add feedback to rate/score content for usefulness related to the inquiry?

Answer: ServiceCenter provides a feedback screen for knowledge articles. Users can rate whether an article was useful or not useful and provide a free text comment. This helps to identify useful articles and to mark other articles for revision, which contributes to the overall quality and value of the information in the knowledgebase.

2.22 Question: What type of knowledge article templates come with Knowledge Management module?Answer: There are five document templates that come with the Knowledge Management module out of the box. Those templates are:

Error Message/Cause – Report an error condition, specify the cause, and provide a resolution.

External – Provides a way to import a document to the knowledge. Question/Answer – Document a question that has been asked and the associated

answer. Problem/Solution – Report a problem and provide a solution. Reference – For information or white paper type information.

2.23 Question: Does our KM module come with any canned knowledge already built in?Answer: No however RightAnswers knowledge packs are supported in version 6.2.1

2.24 Question: Can a Single document have defined sections for users?Answer: use views

3.0 Migration PlanThe plan for Get Resources …

SC customers using get-resources can trade in each GR license for 1 SC Catalog license. There are no sync requirements and there are not total volume controls on first order

GA customers that want to convert were waiting for export of GA data and Import of KM data. That is done in 6.2.1. These customers can convert, 1:1 process users, named and/or floating and 1:1 self-service km users rounding up to the nearest 100.

In order to migrate, customer logs a ticket with support and the type license. Then a call happens, the customer puts in writing that they want to convert and relinquish the pre-existing product and we provide an updated authcode.

If they want change management for KM and do not have it, they can by 5 floating change users.If they want request management for Catalog, they can by the necessary request user licenses.If they want change management for Catalog, they can by the necessary licenses.

Support will change their contract and then it officially flags to licensing and they issue the appropriate authcode for SC 6.2. Later in SM7 it will be an Autopass license dat file instead of an authcode.

4.0 Knowledgebase Searching:4.1 What search methodologies does knowledge management support?

4.2 Does the ServiceCenter Knowledge Management module have the ability to intelligently order, rank, and weight search results?

4.3 Does ServiceCenter Knowledge Management support the intelligent presentation of search results based upon real time events and new additions to the knowledge base?

4.4 Is there the ability to retrieve solutions based on any field (including user defined) such as category, problem, device, as well as natural language searches within ServiceCenter’s Knowledge Management solution? How does the search definition get utilized?

4.5 How does the ServiceCenter Knowledge Management solution create separate collections of knowledge?

4.6 Does search work differently if documents are kept in their native format? For example a PDF or Word document?

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------4.1 Question: What search methodologies does knowledge management support?

Answer: When searching the knowledgebases, you can perform a basic search, where you search for a text string, or an advanced search, where fuzzy search, Boolean, and metadata may be searched from individual or all repositories. Thesaurus and stop words are applied. The stop word list can be edited to reflect the words that you want to leave out of your search, which can affect context. You can also search by a category, and there is a breadcrumb trail for category search if you are drilled down so you know what branch you are in. Spell check is also part of the editor and part of the search; it knows enough to try both what it sees and what the right spelling is.

4.2 Question: Does the ServiceCenter Knowledge Management module have the ability to intelligently order, rank, and weight search results?

Answer: ServiceCenter ranks search results by relevance based on the query and search criteria. As a result of a simple search, the search engine relevance-ranks documents according to word density as it searches for the word you specify, as well as words that have the same stem. For example, "films," "filmed," and "filming" are stemmed variations of the word "film." To search for documents containing the word "film" and its stem words, enter the word "film" using simple syntax: film.

When documents are relevance-ranked, they are listed in an order based on their relevance to your search criteria. Relevance-ranked results are presented with the most relevant documents at the top of the list.

Special Note: White Paper on how relevancy is calculated is scheduled for July 2007

4.3 Question: Does ServiceCenter Knowledge Management support the intelligent presentation of search results based upon real time events and new additions to the knowledge base?

Answer: The refresh interval can be set based on your desired refresh rate. The out-of-box interval is set to 2 which equals 10 minutes. This is setup task in the administration screens.

4.4 Question: Is there the ability to retrieve solutions based on any field (including user defined) such as category, problem, device, as well as natural language searches within ServiceCenter’s Knowledge Management solution? How does the search definition get utilized?

Answer: When searching the knowledgebases, you can perform a basic search where you search for a text string. ServiceCenter populates the search field with the text description from the Incident, Problem, or Interaction record. Users can modify the text in the search field or manually complete the search field. You can also create an advanced search where you provide record parameters for refining or targeting your search. 4.5 Question: How does the ServiceCenter Knowledge Management solution create separate collections of knowledge?

Answer: These are based on the indexed fields set up. Three out of box collections are included and you will be able to add more collections with some tailoring in Service Manager 7

4.6 Question: Does search work differently if documents are kept in their native format? For example a PDF or Word document?

Answer: If you copy and paste the original document type as contributed knowledge then it becomes html and is fully indexed and will have hit highlight for the searched text. If you want to leave the document in its native format you can contribute knowledge as external document type – it will be fully indexed but you will not have hit highlighting.

5.0 Reporting:5.1 What reports are included with the knowledge Management module?

5.2 Can I pull a report on what users looked for but did not find in the knowledge base?-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

5.1 Question: What reports are included with the knowledge Management module?Answer: ServiceCenter includes the following reports meant for out-of-box use or customization by your administrator: Knowledge Management Participation (Management Employee Business User) - Describes the number of times Knowledge Management was used to resolve an incident, viewed but required updating prior to usage, or not available and needed to be created. Knowledge Management Return on Investment (Management Business User) - Used to track return on investment of the Knowledge Management System. Key indicators are first contact resolution, first level resolution, and service Cost per resolved issue. Knowledge Management Return on Investment (Management Administrator Business User) - Used to track the use of the Knowledge Management System by Self Service Users. Key indicators include the total number of web visits and the total number of web users.

Knowledge Management Demand Driven Self-Service (Management Administrator Business User) - Determines the effectiveness of the Knowledge Management System at answering the demands of the Self Service User. Key indicators include the number of times an article is viewed versus the number of times the article is actually used The final chart indicates the gap between these indicators. Large gaps could indicate that KMS searches need to be optimized or that modifications to the article are necessary. Knowledge Management Value (Management Business User) - Tracks issues resolved by users and the number of times the user used the Knowledge Management application to resolve the issue. This report can be sorted by groups. Data can be retrieved by employees. Knowledge Management Monitoring (Management Administrator Business User) - Describes the number of knowledge articles created over a specified time period. Closed Incidents by Knowledge and Operator (Management Administrator Business User) - Tracks all incidents closed over a specified time period. Incidents can be grouped by operator or incidents that required Knowledge Management. Knowledge Contribution by Operator (Management Business User) - Similar to the Knowledge Management Monitoring Report but adds the ability o specify articles created by specific operators.

5.2 Question: Can I pull a report on what users looked for but did not find in the knowledge base?Answer: Yes

6.0 How it works:6.1 What is the interaction between the Knowledge Management module and the ServiceCenter modules?-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

6.1 Question: What is the interaction between the Knowledge Management module and the ServiceCenter modules?

Answer: Knowledge Management integrates with ServiceCenter so that users responding to an interaction can search for known solutions. The knowledge search uses the description by the ServiceCenter user to search for known solutions. This is accomplished by mapping data fields in the knowledge setup so that the description and resolution fields map and can be auto-populated when searching or using solutions to calls, incidents or problems.

In addition to searching for knowledge, the out-of-box mapping allows those users with appropriate privileges to create solutions and author knowledge documents while processing an open interaction. For example, if in your search you find a knowledge document that includes in the description for the call, you can use create solution to copy the data from the description field in the knowledge document to insert it into the resolution field of the open call record. The field mappings for the knowledgebase determine which fields in the knowledge document are populated with data from the incident record.Details: Interaction between the Knowledge Management module and the Incident Management module.

Knowledge Management integrates with Incident Management so that users creating or updating incidents can search for known solutions. The knowledge search uses the incident description to search for similar incidents or knowledge. When searching for knowledge, Knowledge Management uses what is mapped in the integration field mappings for searches. This mapping specifies the fields and tables to search in the knowledgebases to which the user has access. For example in the out-of-box system, a user with browse access in Service Desk and Incidents can view all relevant incidents and interactions in a search and those knowledge documents in categories to which the user has access. The search results display a list of relevant documents. The user can view each document and then has the option of using the text in one of the documents as a resolution to the incident. If the user chooses to use a solution, the system automatically populates the solution (resolution field) in the incident record. In addition to searching for knowledge, the out-of-box mapping allows those users with appropriate privileges to create solutions and author knowledge documents while processing an incident. For example, if in a search you find an incident that includes a resolution for the incident, you can use Create Solution to copy the data from the resolution field of the closed incident to insert it into the solution (resolution field) of the open incident.The field mappings specify: The fields passed from the incident to the search. The fields passed from a knowledge document or knowledge candidate to resolve an incident. The fields passed from a resolved incident to create a knowledge document. You can use create knowledge to contribute a new knowledge document from a resolved incident so that the data in the mapped fields is used in the knowledge document. The field mappings and the document type determine which fields in the knowledge document are populated with data from the closed incident record.Details -Interaction between the Knowledge Management module and the Problem Management module.

The Knowledge Management integration with Problem Management enables users to: Search for similar problems and solutions Use the knowledge from an existing closed incident as a solution for the related problem Use the solution to create a new knowledge document When searching for knowledge, Knowledge Management uses the fields mapped in the Integration Mapping function for searches. This mapping specifies the fields and tables to search in the knowledgebases to which a user has access. The user can view each document and then has the option of using one of the resolutions as a resolution to the problem. If the user chooses to use a solution, the system automatically populates the resolution field in the problem record.For example, if in your search you find a problem that includes a solution for the problem you are working with, use “Use Solution” to copy the data from the mapped fields of the probsummary table to insert it into the mapped fields of the problem record.

7.0 Administration and Security:7.1 Are there any administration tools available for the knowledge management module?

7.2 What are the out of the box Knowledge Management access profiles?

7.3 Does the Knowledge Management module provide support for the stemming, pruning of stop words, and misspelling of words?

7.4 Does the Knowledge Management module provide the ability to count how many times the users were able to solve problems using the knowledgebase?

7.5 Does the Knowledge Management module provide the ability to count how many times the users were able to solve problems using the knowledgebase?

7.6 Question: Do you have the ability to make certain fields in the knowledge article template mandatory?

7.7 Question: Is workflow included with the HP ServiceCenter Knowledge Management solution?

7.8 Question: What modules will ServiceCenter Knowledge Management integrate with?

7.9 Question: What type of Administration is available within the HP ServiceCenter Knowledge Management module?

7.10 Question: If I implement KM, would it require an additional Apps Server?

7.11 Question: What type of user interface does the Knowledge Management module provide?

7.12 Question: Does the Knowledge Management module enable rapid deployment of new users and administration of existing users?

7.13 Question: Does the Knowledge Management module have support for a customer self-service

7.14 Question: Can users find FAQs and the solutions to common incidents and avoid contact with the service desk?

7.15 Question: Does the Knowledge Management module enable rapid configuration of standard capabilities to accommodate unique needs of environment

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7.1 Question: Are there any administration tools available for the knowledge management module?Answer: Within the Knowledge Management module administration consists of the following: Managing document categories Managing document groups Managing Knowledge Management security profiles Managing document types and views KM Admins perform Knowledge Management administration functions. The primary function of Knowledge Management administration is to create a set of document

categories, document groups, and document types and document views that will allow users to access all of the documents that they need in order to do their jobs and at the same time prevents the users from accessing content they are not set up to see. Knowledge Manage administrators can also use the security profiles to provide users different capabilities in the knowledge document workflow. You can use the security profile to select which users should be able to edit or approve documents and which users should be able to author knowledge documents.

Note: Customers usually pose the following question: Can I have one document but set it up so certain people can see only certain parts? The answer is yes using Document Views: A document view determines how the document displays to a user. Users with a KM ADM profile can add, delete, and modify document views. Use the document view editor to add a new view or modify an existing document view. When you add a new document view or modify an existing view, you should select the user profiles that you want to have access to the document view.

With good planning in combination with well-defined user profiles and document views, you can manage access to knowledge documents so that users are able to view the knowledge documents or portions of the knowledge documents they need to perform their job. At the same time you can maintain control over which users are able to access knowledge documents or sensitive information in a knowledge document.

7.2 Question: What are the out of the box Knowledge Management access profiles?Answer: The Knowledge Management security profiles control knowledge document access, creation, and administration. The administrative privilege allows users to manage document types, document views, and KM profiles. Users have a KM security profile and an operator record that determines what privileges the users has. The knowledge document categories that a user can access are determined by the knowledge groups the user is assigned.Within each security profile, there is a direct association between a defined (named) profile and the categories and sub-categories for which the selected capabilities apply. Each security profile maps to a document category or sub-category. A user with that profile has access to the documents specified by the profile-to-category mapping and all subcategories in that branch of the category tree. Profiles can be modified to select only some of the available capabilities for a profile, effectively creating sub-profiles. For example, some users may not be allowed to approve knowledge documents externally as well as internally.The out-of-box KM security profiles are briefly described in the following table. DEFAULT - With this profile, a user can search and view externally approved knowledge documents for those documents in categories to which this profile has access. They can also submit feedback on these documents. INTERNAL USER - With this profile, a user can search and view externally approved knowledge documents for those documents in categories to which this profile has access. They can also search and view internally approved knowledge documents for those documents in categories to which this profile has access. They can also submit feedback on these documents. KCS I - Author and contribute knowledge documents. KCS I - Editor Author knowledge documents and edit working copy documents in Change Management for those categories to which this profile has access.

KCS II - Author knowledge documents, contribute knowledge documents, and publish documents internally only.

KCS III - Author knowledge documents, contribute knowledge documents, and publish documents internally and externally. KM ADMIN - Administer KM document security profiles, document types, document views, and document categories.

7.3 Question: Does the Knowledge Management module provide support for the stemming, pruning of stop words, and misspelling of words

Answer: Knowledge Management uses stemming. Stemming enables the user to find the variants of a term, while reducing the size of the index file. Because single stems typically correspond to several full terms, storing stems instead of full terms enables a compression factor of over 50 percent.

A stop-word list is a list of terms ignored when the search engine searches or in indexes. Typically, stop-word lists include short and common words (such as a, an, and the in English), but they may also include longer words such as long number strings, or possibly words that are too common to be useful as search targets (such as the term Internet in a Knowledgebase consisting entirely of documents related to the Internet). Stop words, such as “a”, “the”, and “is,” clutter a search with irrelevant words that do not help find correct solutions therefore stop words like this can easily be filtered out. Each language has their own stopword list and they vary language to language. ServiceCenter Knowledge Management supports pruning of stop words.

Spell check is available in the editor before you publish or while editing a document. If you misspell a word in searching for something, it may not find what you are looking for as it does not retrieve based on what it thinks you might like to see for results but reports on actual results and the relevancy of these results related to the search term itself.

7.4 Question: Does the Knowledge Management module provide the ability to count how many times the users were able to solve problems using the knowledgebase?Answer: ServiceCenter includes the following reports meant for out-of-box use or customization by your administrator: Knowledge Management Participation (Management Employee Business User) -

Describes the number of times Knowledge Management was used to resolve an incident, viewed but required updating prior to usage, or not available and needed to be created.

Knowledge Management Return on Investment (Management Business User) - Used to track return on investment of the Knowledge Management System. Key indicators are first contact resolution, first level resolution, and service Cost per resolved issue.

Knowledge Management Return on Investment (Management Administrator Business User) - Used to track the use of the Knowledge Management System by Self Service Users. Key indicators include the total number of web visits and the total number of web users.

Knowledge Management Demand Driven Self-Service (Management Administrator Business User) - Determines the effectiveness of the Knowledge Management System at answering the demands of the Self Service User. Key indicators include the number of times an article is viewed versus the number of times the article is actually used The final chart indicates the gap between these indicators. Large gaps could indicate

that KMS searches need to be optimized or that modifications to the article are necessary.

Knowledge Management Value (Management Business User) - Tracks issues resolved by users and the number of times the user used the Knowledge Management application to resolve the issue. This report can be sorted by groups. Data can be retrieved by employees.

Knowledge Management Monitoring (Management Administrator Business User) - Describes the number of knowledge articles created over a specified time period.

Closed Incidents by Knowledge and Operator (Management Administrator Business User) - Tracks all incidents closed over a specified time period. Incidents can be grouped by operator or incidents that required Knowledge Management.

Knowledge Contribution by Operator (Management Business User) - Similar to the Knowledge Management Monitoring Report but adds the ability o specify articles created by specific operators.

7.5 Question: Does the Knowledge Management module provide security according to defined user roles (access levels to content, document approvals, authoring, etc.)?

Answer: Yes. ServiceCenter Knowledge Management provides a security model that can be privilege assigned by role or by person. Administrators can further define best practice by assigning roles or users to certain categories or category trees.

7.6 Question: Do you have the ability to make certain fields in the knowledge article template mandatory?

Answer: ServiceCenter allows administrators to define mandatory fields on knowledge article templates (this is base ServiceCenter functionality).

7.7 Question: Is workflow included with the HP ServiceCenter Knowledge Management solution?Answer: Yes and no. the workflow in Service Manager is all done through the change management module and KM is a change category. Without this added functionality, users can use a doc queue and use document status as a way to manage workflow. Change management has a lot of formality built in for various approval types and roles and it can be easily varied or changed with out programming knowledge. Knowledge Management provides a document workflow that controls document creation and approval. It provides document status information and controls changing documents and retiring documents.

ServiceCenter Knowledge Management Workflow Details:

ServiceCenter automatically creates a change request for a knowledge document when the document is submitted for approval or when someone creates a working copy of an approved document. In some cases, when the resolution of an incident or interaction is used frequently it generates a change request to make the resolution into a knowledge document.

In the Change Queue, the change coordinator can initiate the following changes: Make any required changes to the document.

Assign the document to a member of the document group for the document category or subcategory and move the request to the next phase. Approve the document immediately. Retire the document associated with the change request. Other approval requirements can be defined to meet any organizations requirements.

7.8 Question: What modules will ServiceCenter Knowledge Management integrate with?

Answer: ServiceCenter Knowledge Management integrates with interaction, incident, and problem management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem. Users can also use this integration with interactions, incidents, and problems to create new knowledge

7.9 Question: What type of Administration is available within the HP ServiceCenter Knowledge Management module?

Answer: Knowledge Management administration provides Knowledge Management Administrators (KM Admin) with the capability to manage document categories, document groups, and user profiles so that users have access to the documents they need to view and maintain while at the same time limiting access to only those documents that are appropriate for particular groups of users and categories of documents. Knowledge Management also provides KM Admins with document types and document views to manage the amount and type of data displayed in knowledge documents. The out-of-box system provides the standard document types (error message/cause, question/answer, problem/solution, external, and reference).

7.10 Question: If I implement KM, would it require an additional Apps Server?

Answer: You can use any app server you have as long as it is a supported app server on our compatibility matrix.

7.11 Question: What type of user interface does the Knowledge Management module provide?

Answer: ServiceCenter provides Windows and Web clients, a simple graphical user interface that allows users to access functionality and data with a few clicks, along with administrator access to tools required to maintain and tailor the Knowledge Management module.

7.12 Question: Does the Knowledge Management module enable rapid deployment of new users and administration of existing users?

Answer: ServiceCenter provides native tools that allow administrators to manage Knowledge Management user profiles, assign profiles to knowledge management workers, define and manage knowledge categories, as well as manage and grant access to categories.

7.13 Question: Does the Knowledge Management module have support for a customer self-service portal where a customer may access Knowledge Base articles and FAQs, submit and update requests, and monitor the status of their requests?

Answer: ServiceCenter provides a named self-service user community just for the purpose of searching for help (views externally published documents), submitting tickets

if the search does not provide the right information and the ability to provide feedback on the solutions these end users see so future documentation is more targeted. It is a web-based, self-service interface with a self-registration mechanism.

7.14 Question: Can users find FAQs and the solutions to common incidents and avoid contact with the service desk?

Answer: Yes. KM Administrators can make knowledge articles, including FAQs, how-to articles, and solutions to common service requests and incidents, available to end users through ServiceCenter’s self-service interface.

7.15 Question: Does the Knowledge Management module enable rapid configuration of standard capabilities to accommodate unique needs of environment

Answer: Out-of-box, ServiceCenter Knowledge Management is based on Knowledge Centered Support (KCS) concepts, including user roles, workflows, approvals, etc. These can be tailored with tools included in the Knowledge Management module to meet your needs.

8.0 Workflow

Question: Does the Knowledge Management module support a resolution process related to contested document information?Answer: Documents are only available to the user that is editing them. Therefore, no contested information arises.

Question: Does the Knowledge Management module include a rules engine for the purpose of defining event triggers?Answer: ServiceCenter allows administrators to define business rules, workflows, notifications, etc., with events, dates/times, or data entry. Out-of-box workflows are associated with knowledgebase articles (such as editorial and approval workflows), and new workflows can be created and associated with specific triggers.

Question: Does the Knowledge Management module support work flow queues that depict the status of content under development by the current assigned party?Answer: ServiceCenter Knowledge Management provides out-of-box workflow for the development and approval of new knowledgebase content, as well as revision of existing documents; the workflow is tied to and implemented through ServiceCenter’s Change Management module for ITIL consistency. Each document under development or revision will have a corresponding Change document that depicts the current status of the document, including approvals, routing for review, etc.

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