1. Knowledge Management Strategy & Roadmap
Dorothy Ortale
Ricardo Chavira
February 2013
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2. Knowledge Management Strategy & Roadmap
Agenda
• What is Knowledge Management
• Knowledge Maturity Model
• Our Vision
• What’s in it for me?
• Strategy & Roadmap
– Where we are today
– Path to maturity
• Defining Success with Metrics
• Questions
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3. What is Knowledge Management
Definition of Knowledge Management
Knowledge Management is responsible for
gathering, analyzing, storing and sharing
knowledge and information within the
organization. The primary purpose of
Knowledge Management is to improve efficiency
by reducing the need to rediscover knowledge
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4. Knowledge Maturity Model
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5. Our Vision
 Develop a Knowledge-Centered Support (KCS)
culture in which KM is integrated with all aspects of
service delivery, including documentation, issue
resolution, support provider tools, and self-service
options
 To build a creditable Knowledge Management system
that will be incorporated in all processes to deliver
rock solid service
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6. What in it for Me?
Service Owners
IT Leadership
Provides consistent information on
services
Becomes an important tool in any
Process or CSI initiative
Knowledge
IT Support Staff
Accurate and current information.
Use of templates speeds ticket
completion process and provides
greater consistency in reporting
metrics
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Clients
Improved overall experience;
confidence in consistent IT
support; ability to use self-service

7. Strategy and Roadmap - Where we are today
 PEOPLE
Knowledge/Web roles unified - Authors &
Editors identified, training curriculum
developed, delivered and continuing
through a community of practice
 PROCESS
Processes defined, but no workflow. Web
integration process limited to “How To”
articles and system outage notifications
with one-way sync (KB -> website)
 TECHNOLOGY
Central repository growing, but others still
exist: SharePoint sites, wikis, file stores
local databases, other tools
 METRICS
Ad hoc use of KB templates – Use and
awareness is growing, but is inconsistent
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Today X% of
incidents use a
knowledge article;
Y% use a template

8. Path to Maturity
Year 3
Continued migration of
departmental knowledge
repositories to ServiceNow
Year 2
Automation of Workflow
Year 1
Distributed Knowledge
Management
Metrics & KPI definition
Roles and Responsibilities
Training
Community of Practice
Poster Campaign
Catalog departmental
Knowledge repositories and
understand business needs
and uses
Begin to sunset ad hoc
repositories such as HDKB
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Process integration with
Incident and Problem
Advanced integration with ITS
website, including bidirectional information flow
and knowledge portal
Complete migration of
significant IT departmental
knowledge repositories into
ServiceNow
Metrics and KPI’s used to
verify Knowledge process is
effective
Continued CSI initiatives in KM
and corresponding processes
Knowledge process maturity
allows the organization to
make informed decisions

9. Defining Success with Metrics
 % of Incidents designed for FPOC using KB
 Incidents linked to KB
 Time between knowledge submission and closure
 Customer Satisfaction score on Incidents using KB
compared to Incidents not using KB
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10. Summary
•Establish Subject Matter
Experts (SME)
•Core Community of
Editors and Authors
•Community of Practice to
encourage new ideas
with Knowledge
Management
•Putting value into
business processes
•Having Knowledge
be part of the
process for
Incident, Change
and Problem
People
Metrics
• Incidents linked
to KB articles
• Time between a
submission and
article creation
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Process
Technology
•Automation of
Workflow
•ITS Knowledge
Portal
•Further integration
between website
knowledgebase

11. Questions?
Dorothy Ortale
dorothy.ortale@yale.edu
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