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DATA SHEET Roles and Knowledge Management Maximizing Your Investments in People and Improving Their Efficiency


Roles and Knowledge Management

Maximizing Your Investments in People and Improving Their Efficiency

Proactive service based on customer experience and Microsoft IT procedures.

Microsoft Services Roles and Knowledge Management (RKM) is designed to help you:

Improve service availability by increasing preventative maintenance.

Drive accountability and assign tasks effectively.

Improve the effectiveness of IT staff through defined roles and responsibilities.

Gain more value from IT documentation.

 Gain more value from IT documentation. Overview Managing an IT operations environment is very


Managing an IT operations environment is very complex, regardless of the skill level or work experience of the service managers and administrators. Quite frequently, a high rate of staff turnover exists, day-to-day work is very reactive in nature, and knowledge sharing is very difficult with underused or nonexistent documentation.

As the business continues to rely increasingly upon IT operations to support critical functions, the need for improved service availability also increases. Typically, IT looks to increased capability provided by hardware and software solutions to support this need. Not surprisingly, operations staff is more heavily relied upon to provide consistent levels of service without the benefit of increasing headcount or improving skills to support these new technologies. This drives a reactive atmosphere that, in turn, leads to frustration, to important tasks not being completed, and to a higher staff turnover rate. Therefore, Microsoft ® Services has developed the Microsoft Services Roles and Knowledge Management (RKM) solution that encompasses many years of Microsoft IT experience in maintaining mission-critical services.

RKM is designed to deliver sustainable improvements in IT operations, and the detailed guidance needed to maintain a high quality of service of your Windows Server ® 2003, Active Directory ® directory service, Microsoft Exchange Server 2007 and Exchange Server 2003, Microsoft Office SharePoint ® Server 2007, and Microsoft SQL Server ® 2005 environments.

RKM helps IT groups apply Microsoft Operations Framework and IT Infrastructure Library (ITIL) best practices, processes, and documented procedures to ensure that services achieve optimal availability levels.

Specifically, RKM helps IT groups:

Clearly understand roles and responsibilities of service managers, administrators, and other operations staff.

Create an environment where proactive focus drives daily, weekly, and monthly tasks.

Increase accountability and assign tasks for effective execution.

Improve knowledge sharing to increase employee skill levels.

Develop and maintain consistent documentation.

Drive proactive focus and increased accountability within your IT staff. Do You Need RKM? If

Drive proactive focus and increased accountability within your IT staff.

Do You Need RKM?

If you answer Yes to the following questions, we recommend you learn more about Microsoft Roles and Knowledge Management solution and about its benefits:

Do just a few people in Operations have most of the knowledge but no mechanism or the time to share it?

Are important tasks not being completed? Or, conversely, are certain tasks being duplicated?

Is work usually performed in firefighting mode?

Is the IT Operations staff unaware of what proactive work they should be performing?

Is documentation non- existent or difficult to locate and maintain?

How the Offering Works

RKM combines the implementation of structured management processes and proactive operational tasks presented through a portal based on Office SharePoint Server 2007.

Role and Responsibility Optimization

RKM delivers roles, responsibilities, and detailed proactive work instructions contained in prepackaged content packs specific to a Microsoft technology. Roles are determined by using a predefined set of role types to enable more efficient use of resources. In addition, responsibilities are aligned with the tasks that individuals should perform to ensure the reliability, maintainability, and availability of the specified IT service. Plus, proactive work instructions include step-by-step procedures, customized for your environment, that provide the basis for daily, weekly, monthly, and ad hoc tasks to perform.

Power and Benefits of Office SharePoint Server 2007 Technology

Operations Center is an Office SharePoint Server 2007 application with role-based views of the organizations operational documentation and the work instructions performed. This enables management to easily assign administrative staff only the work applicable to their role. The task planning capabilities and integration with Microsoft Office Outlook ® calendar and the ease of use of Office SharePoint Server 2007 provides IT organizations with a useful and scalable technology to benefit all IT. In addition, RKM reporting allows managers to track weekly status, to evaluate task completion, and to report about tasks that take longer than expected. The new RKM Content Pack Builder provides the ability to quickly build a custom content pack complete with tasks and supporting documentation and upload it into Operations Center.

It Is About the Knowledge

Prepackaged content packs of recommended work instructions are the heart of the offering. These work instructions contain best practice guidance from Microsoft Services, Microsoft IT, and the Microsoft Center of Excellence. In addition, each content pack contains dozens of work instructions for administrators to perform on a regular basis, ranging from intermediate to complex, that are customized for your environment during delivery. The content packs are designed to jump-start or augment your documentation efforts and also greatly improve knowledge sharing.

Maximize the Value of Your IT Investments

The mission of Microsoft Services is to help you get the most out of your IT investments. Whether you want to improve your bottom line, improve productivity, or use technology to realize new business opportunities, Microsoft is ready to help. From business support to strategic consulting, we offer a full range of Premier Support services for any stage in your IT life cycle.

For more information

Please visit the Premier Support Web site at www.microsoft.com/ premier or contact your local Microsoft Services representative.

© 2009 Microsoft Corporation. All rights reserved. This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Active Directory, Windows Server, SQL Server, and SharePoint are registered trademarks of the Microsoft group of companies.