Knowledge Management

Procedure Manual

TeliaSonera
The purpose of this document is to lay down the procedure for Knowledge
Management.

Document Control
0.1 Change History
Published
/ Version No.
Revised Date
02nd April 2013

0.2 Distribution List

Name

0.1

Author

Section / Nature
of Change

Santosh
Chaudhari

Initial Draft

Role

Representing

Kerstin Wennberg

Business Solution
Manager

Telia Sonera

Annelie Hasselblad

Business Solution
Specialist

Telia Sonera

Hakan Pohjanen

Business Solution
Specialist

Telia Sonera

Amit Pai

Service Manager

Capgemini India

Bertil Vilhelmsson

Functional & Technical

( Herkulas)

Capgemini Sweden

Niklas Drewitz

Incident Manager

Capgemini Sweden

Anders Linden

Production Planner

Capgemini Sweden

Boris Ristov

Functional & Technical

(Argus)

Capgemini Sweden

Hiten Vira

Functional & Technical

(HAR)

Capgemini India

Role

Representing

Kerstin Wennberg

Business Solution
Manager

Telia Sonera

Annelie Hasselblad

Business Solution
Specialist

Telia Sonera

Hakan Pohjanen

Business Solution
Specialist

Telia Sonera

Amit Pai

Service Manager

Capgemini India

0.3 Approval List

Name

Proposal Title

Table of contents
1

Scope and Objective.......................................................................................................................... 1

Process Workflow.............................................................................................................................. 2

Roles and Responsibilities................................................................................................................ 3

Procedure............................................................................................................................................ 3

RACI Matrix for the Knowledge Management..................................................................................4

Interfaces/References to Other Processes.......................................................................................5

Proposal Title

1 Scope and Objective

The primary objective of the Knowledge Management process is to enabling the supporting teams to
improve the service quality, reduce service cost and increase customer satisfaction and ensuring
supporting teams has continuous access to adequate information service usage and consumption, service
delivery constraints, and Problem information such as errors, faults and workarounds.
This process is central to providing knowledge to all other IT Service Management processes.
This document defines the procedural activities on Knowledge Management to be operated at locations
TeliaSonera (Sweden) and Capgemini India.
The scope of Knowledge Management is gathering, analyzing and sharing knowledge and information
within a TeliaSonera organization. The key purpose of this process is to ensure the right information is
delivered to the right place or person at the right time in order to enable informed decisions. Effective
Knowledge Management should reduce or eliminate the need to rediscover knowledge .

Proposal Title |

2 References / Definitions
The references and definitions used in this process manual are listed as below

Herkulas Contract Synopsis

ITIL V3: Service Lifecycle Service Transition covering Knowledge Management

Abbreviation

Description

AM

Application Management

CI

Configuration Item

IM

Incident Management

ITIL

Information Technology Infrastructure Library

KEDB

Known Error Database

KPI

Key Performance Indicator

KDB

Knowledge Database

OLA

Operational Level Agreement

SLA

Service Level Agreement

Terms

Definitions

Incident

Incident means
(a) any event that is not part of the standard operation
of a service and that causes, or may cause, an
interruption to or a reduction in the quality of that
service.

Major Incident

Is an Incident classified according to its high impact

and urgency as priority A Incident.

Problem

A cause of one or more Incidents. The cause is not

usually known at the time a Problem Record is created,
and the Problem Management Process is responsible
for further investigation.

Impact

Represents the level to which an issue has the

potential of affecting the Business.

Known Error

Known underlying cause. Successful diagnosis of the

root cause of a Problem, and workaround or permanent
solution has been identified

Work Around

The pre-defined and documented technique in which to

restore functionality to the Originator with the required
functionality. A workaround is NOT a permanent
(structural) solution and only addresses the symptoms
of errors. These workarounds are stored in the KEDB.

Proposal Title |

3 Process Workflow
Process Workflow Description

Knowledge
Knowledge
Management process Managem
flow.vsd ent-High-level process flow.vsd

Proposal Title |

4 Roles and Responsibilities

Role

Organization

Knowledge
Management Process
Manager

Telia

Knowledge Manager

Capgemini

Subject Matter Experts

(SME) Contributors and
Reviewers

Capgemini

Responsibility
The tactical role that performs cross segment
coordination and runs the day to day, end to end
Knowledge Management process.
Operational role coordinating activities and supervising
resources in the performance of process activities
within their segment.
Subject Matter Experts (SME) Contributors and
Reviewers

Proposal Title |

5 Procedure
The sub-processes of the high level process model are described at a high level:Steps

Sub-Process

Description

KM 1.0

Initiation of Service Knowledge

Management

Develop and maintain the Service Knowledge

Management System (SKMS tool).

Establish and maintain content standards for

the SKMS.

Train and certify authors, reviewers and

publishers of SKMS content.

Enforce SKMS policies and procedures to

protect the knowledgebase and its content.

KM 2.0

Search Knowledge Management

Database (KMDB)
Is a solution found?

KM 3.0

Perform keyword search.

Determine whether the information exists in the
KMDB.

Is a solution adequate?

Recommend content to be added to the SKMS

system.

Refine Search Criteria and search

again

Enforce SKMS policies and procedures to protect

the knowledgebase and its content.

Solution found?

Fix It/Add more Information

KM 4.0

Notify to review the information

Determine whether the information is fit for

purpose
More information is added to make solution more
effective
Review SKMS articles to ensure information is
relevant, accurate and complete.

KM 5.0

Update Solution with additional

information

The stored solution is updated with additional

information to make it more effective

KM 6.0

Link Solution to Ticket

Review articles that have been flagged for review

by end-user / process participants.

KM 7.0

Deliver the Solution

Remove outdated, sensitive or incorrect

information.

KM 8.0

Report

Generate and publish interactions related with the

knowledge base (i.e. frequently used articles,
articles used for end-user self help, articles
appearing in search results that are not relevant).

Proposal Title |

Create KM Content?

KM 9.0

KM 10.0

Create New Solution from

Information gathered

KM Article Submission & Review

Determine whether support team member can

create KM content.
Create new solution and upload to KMDB
If Support team members cant able to create the
solution in the KMDB tool, the content should be
emailed to the concerned team member having
rights to create the solution in KMDB and it should
be review by Team Leader

Proposal Title |

6 RACI Matrix for the Knowledge Management

R Responsible
A Accountable
C Consulted
I Informed

Description

Process
Owner

Process
Manager

Subject Matter
Expert

Knowledge
Manager

Ensure SKMS is updated as

work is performed or as
information is discovered.

CI

AR

Train/certify personnel
sufficient to populate and
maintain content of the SKMS
related to their services.

CI

AR

Participate in a workflow that

reviews SKMS content related
to their services. This review
will adhere to the negotiated
SLAs.

CI

AR

Responsible for ensuring

information in the SKMS is
maintained, accurate and
relevant.

CI

AR

Populate the SKMS with

information required by support
teams. Examples of
information types are:

CI

AR

Have rights to modify content

where appropriate or, at a
minimum, the ability to flag
SKMS content for review

CI

AR

Upon delivery of services, the

Support teams shall provide
the information required for
initial population of the SKMS.

CI

AR

Known Errors with systems

Troubleshooting procedures
Workarounds for Incidents /
Problems
How to guides
FAQs
Manuals
System Changes and updates.

Proposal Title |

Description

Process
Owner

Process
Manager

Subject Matter
Expert

Create New Solution from

Information gathered

C/I

KM Article Submission &

Review

R/A

Knowledge
Manager

Proposal Title |

7 Interfaces/References to Other Processes

This process has a key relationship or dependency with the following ITSM processes:

Configuration Management

Release and Deployment Management

Change Management

Request Fulfillment

Incident Management

Service Catalog Management

Problem Management

Service Validation and Testing.

Inputs
Consider the inputs to the process:

KMDB (part of SKMS)

Capacity requirements

KEDB

Outputs
Consider the outputs from the process:

Updated KMDB (part of SKMS)

Capacity Plan

Test data

SLA, OLA

Incident Reports

Errors, faults and workarounds

Security Policy

CI information

Service Release and plans

Proposal Title |