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Knowledge Management Process One Page Reference-V2

The document defines knowledge management and outlines roles and responsibilities. It provides: 1) Knowledge management aims to efficiently store and manage information to ensure it is available, reliable, reusable and secure for employees. 2) It outlines various roles in the knowledge management process including knowledge contributors, subject matter experts, service managers, approvers and knowledge managers. 3) It includes a high-level process diagram and notes the full documentation can be found online.

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30 views

Knowledge Management Process One Page Reference-V2

The document defines knowledge management and outlines roles and responsibilities. It provides: 1) Knowledge management aims to efficiently store and manage information to ensure it is available, reliable, reusable and secure for employees. 2) It outlines various roles in the knowledge management process including knowledge contributors, subject matter experts, service managers, approvers and knowledge managers. 3) It includes a high-level process diagram and notes the full documentation can be found online.

Uploaded by

dum dum
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Knowledge Management

Definition
The Knowledge Management process provides efficiency by reducing the need to rediscover knowledge. The process manages data
and information, ensuring it is available, reliable, re-usable, and secure. The aim is to provide a means of storing "head knowledge"
for everyone to use.

Roles and Responsibilities


Role Responsibilities

Knowledge Contributor The source initiating the knowledge article (any user).
Knowledge Coordinator Assess the overall integrity and accuracy of an article. A role embedded within each work group with
a solid understanding of the group’s competencies.
Subject Matter Expert (SME) Create new or review articles in their area of expertise. Consulted by Knowledge Manger and/or
Service Manager.
Service Manager Review and, in coordination with Subject Matter Experts (SME), edit, approve, reject, and retire
articles related to their services.
Approver Review submission requests to determine their value to the business, potential risk, validity of
content, etc. Can approve, reject or return a request.
Knowledge Manager Day-to-day execution of the process. Perform administrative functions of the knowledge base they
manage. Ensure content quality through validation of information, adherence to policy and format
guidelines. Final approval.
Service Desk Agent Use knowledge to resolve incidents and requests. Provide consultation on effectiveness and
efficiency of the knowledge based on input from Business Customers and End Users to identify gaps
and facilitate new articles as necessary.
Business Customer, End Receive knowledge. Recipients of the services provided and are accountable for providing feedback
Users, Ops and Support Staff on articles to determine their effectiveness and efficiency.
Trainer Responsible for using various means to train those within an organization on how to submit a well
formed knowledge article. Role is typically filled by the Knowledge Manager.
Knowledge Process Owner Establishes and ensures consistent execution of the process. Receives input and incorporates process
improvements. Provides executive process metrics and reconciles process issues. A Senior Leader.

High-Level Process Diagram

*Full documentation can be found on https://uit.stanford.edu/service-management/processes

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