KM SHOWCASE 2020 - "Implementing Knowledge-as-a-Service through the Digital Workplace" - Dr. Anthony Rhem

KM Showcase 2020
Implementing Knowledge-as-a-Service
through the Digital Workplace
Copyright © 2020 A.J. Rhem & Associates, Inc. 1

About Your
Presenter
Dr. Anthony J. Rhem, PhD.: serves as the
President and Principle Consultant of A.J. Rhem
& Associates, Inc., a privately held Knowledge
Management & System Integration Consulting,
Training and Research firm located in Chicago,
Illinois.
Dr. Rhem has over thirty (30) years of experience in
information technology and twenty years (20) in
Knowledge Management. A published author,
educator, and researcher; Dr. Rhem has
presented the application and theory of Software
Engineering Methodologies, Knowledge
Management, Artificial Intelligence, Information
Architecture, Big Data and IoT at universities and
conferences in the US, Europe and Australia.
2Copyright © 2020 A.J. Rhem & Associates, Inc.

Knowledge-as-a-Service (KaaS)
• Knowledge as a Service (KaaS) blends Knowledge
Management (KM) and Artificial Intelligence (AI) to
deliver the right knowledge to the right person in the
right context at the right time across various platforms
(desktop, laptop or any mobile device) in order to
facilitate fast, efficient and accurate decision making.

Why Knowledge-as-a-Service (KaaS)?
• There is too much information and knowledge within an
organization and its imperative to make sense of it.
• There is a need to focus on accessing the knowledge
you need in a timely manner;
• There is a need to improve access to the collective
knowledge of an organization;
• Workers need personalized knowledge that responds to
their specific needs;
• Need to enable workers to be productive by executing
tasks and learning more efficiently and effectively;
• Workers need to collaborate and share knowledge to
foster innovation

Tenets of
Knowledge-as-a-Service

Tenets of
Knowledge-
as-a-
Service
Copyright © 2020 A.J. Rhem & Associates, Inc.
6
Uses a distributed computing model.
Connects Tacit and Explicit Knowledge through
ontology management and knowledge mapping
Tacit and Explicit Knowledge is constantly
updated adhering to your organization’s content
(information and knowledge) lifecycle
management processes.
Makes use of AI through predictive analytics and
Knowledge Flow Optimization
Provides a Dynamic, Accurate and Personal
delivery of Knowledge

KaaS Distributed Computing
Model
ALLOWS RESOURCE SHARING, INCLUDING
SOFTWARE BY SYSTEMS CONNECTED TO
THE NETWORK.
INCORPORATES THE USE OF WEB SERVICES.
THE NEXT GENERATION APPLICATION
INTERACTION ALLOWING APPLICATIONS TO
COMMUNICATE BASED ON STANDARD
METHODOLOGIES FOR INFORMATION
EXCHANGE.
THE MAIN ADVANTAGES OF DISTRIBUTED
DATA COMPUTING INCLUDE THE LOWER
COST OF PROCESSING DATA, HAVING
MULTIPLE CONTROL CENTERS THAT REDUCE
THE RISK OF A SYSTEM BREAKDOWN, AND
IMPROVED EFFICIENCY.

KaaS
Ontology
Management
& Knowledge
Mapping
8
PROVIDING A COMMON ONTOLOGY
PROVIDES CONSISTENT
CLASSIFICATION AND ESTABLISHES
RELATIONSHIPS BETWEEN THE TACIT
AND EXPLICIT KNOWLEDGE WITHIN
THE REPOSITORY.
THE ONTOLOGY IS THE BACKBONE
OF THE INTERACTIVE KNOWLEDGE
MAP DEPICTING A VISUAL
RELATIONSHIP BETWEEN THE TACIT
AND EXPLICIT KNOWLEDGE WITHIN
THE REPOSITORY.
THE ONTOLOGY ALSO PROVIDES THE
MACHINE LEARNING ALGORITHM
WITH THE NECESSARY LABELS AND
RELATIONSHIPS BETWEEN DATA TO
PERFORM ACCURATE PREDICTIVE
ANALYTICS.

KaaS Aligns with your Content
Lifecycle Management
Content Lifecycle Management and
Governance are to provide direction for the
overall management of quality, usability,
availability, security and consistency of the
content that is within the Digital Workplace.
The guiding principles consist of:
• Recognizing content as the most
important asset;
• Having increased consistency and
coordination between existing and new
content repositories;
• Elimination of creating redundant content
collections;
• Management of content sources and
resources; and Compliance with
mandates (internal and external)
Connect
Collect
Store
Use/ReuseLearn
Create
New
Store New

KaaS
Delivery of
Knowledge
10
•Dynamic knowledge is constantly updated adhering to
your organization’s content (information and
knowledge) lifecycle management processes. This also
includes the experts who can provide insights about
the knowledge. The Dynamic component of knowledge
reflects your organization’s brand, tone and evolves
over time.
Dynamic
•The Accurate component of knowledge is identified as
the authoritative source and authoritative voice for
that subject matter. This knowledge is accepted by your
organization as the “source of truth”.
Accurate
•The Personalized component of knowledge answers
the questions that the users of your knowledge are
seeking. Personalized knowledge is tailored to what the
individual need to make a decision and presented in a
way that is tailored to the device and applications the
users are leveraging to access answers to their
questions. Personalized knowledge is facilitated by how
knowledge flows throughout your organization.
Personal.

Incorporating Artificial
Intelligence (AI)

AI in KaaS Knowledge Delivery
• AI plays an important part to KaaS by elevating how the
delivery of knowledge occurs to the people who need it. AI is
used to scale the volume and effectiveness of knowledge
distribution.
AI KM

AI in KaaS Predicting Trending Knowledge
• Predict trending knowledge areas/topics that your
knowledge workers needs
• Leverages supervised learning algorithms that will
learn over time.
• Supervised learning allows the algorithm to make inferences
from labeled data.

AI in KaaS: AI Delivering Smart
Search
AI WILL MAKE SEARCH AND ITS SEARCH PRODUCTS MORE
RELEVANT, PRECISE AND EFFICIENT.
AI THROUGH INTENTS WILL BE ABLE TO BETTER KNOW WHAT
CONTENT YOUR KNOWLEDGE WORKERS NEED. INTENTS WILL
PROVIDE A BETTER UNDERSTANDING OF WHAT A PERSON IS
LOOKING FOR BY BETTER UNDERSTANDING THE INTENDED
USE OF THE CONTENT.

AI in KaaS: Chatbots w/ Natural Language
Processing (NLP)
Personalize knowledge –
through specialized
knowledge assistants
(bots) working together
with users, knowledge can
be made available in a
personalized way
depending on the needs of
the consumer.
Chat Bots will provide
value for all knowledge
workers in the various
business areas along
critical decision-making
points with personalization
of the delivery of
knowledge.

The Digital Workplace

The Digital Workplace
17
The digital workplace will:
• Align technology, employees and business
processes to improve operational efficiency
and meet organizational goals.
• Be the platform that staff members will use
to access all corporate knowledge to
execute their jobs.
• Be enabled by Cloud services, mobile and
artificial intelligence
• Remove geographic barriers from
collaboration and processes and ensure that
knowledge is available anywhere 24/7.

Digital
Workplace
Goals
18
Improve collaboration and employee
engagement;
Improve
Establish staff workstreams through the use
of Personas
Establish
Forge productive business relationships
within and beyond natural working groups
Forge
Increase employee productivity;Increase
Improve business processes and
content/knowledge management to facilitate
the intelligent delivery of knowledge
Improve
Align with the organizations Digital
Transformation Goals
Align
… Put your people first!

Digital Workplace and the
Digital Workforce
The digital workplace provides your
Digital Workforce with services and/or
capabilities to:
• Foster Communication/Collaboration
and Employee Engagement
• Enable finding and sharing of
information and knowledge
• Provides business applications through
employee self-service
• Enables Agile working — the ability to
be productive any time and place
19

Digital
Workplace
and the
Digital
Workforce
20
To work well, your Digital Workforce has to
be supported by Management delivering:
Strategic planning
Governance and operational management
Proactive support for adoption
High quality user experience
Robust, secure and flexible technology

KaaS and the Digital
Workplace
• An understanding of
how knowledge flows
throughout your
organization is
essential for delivering
KaaS within the Digital
Workplace.
• Connecting explicit
knowledge to the tacit
knowledge holders
creates a holistic view
of knowledge on the
Digital Workplace.
• The Digital Workplace
through KaaS, enables
the Digital Workforce to
leverage the collective
knowledge of the
organization.
21

KaaS
Enabling AI
through the
Digital
Workplace:
22
Predict trending
knowledge areas/topics
that your knowledge
workers needs
Identify which targeted
knowledge will resonate
with your knowledge
workers based on real-
time engagement and
content consumption
Personalize knowledge
based on individual
preferences
Improve content
decisions by leveraging
machine learning around
what content will be best
suited to address the
situation
AI will make search and
its search products more
relevant, precise and
efficient.
AI through intents will be
able to better know what
content your knowledge
workers need. Intents will
provide a better
understanding of what a
person is looking for by
better understanding the
intended use of the
content.
Chatbots w/ Natural Language Processing
(NLP): will provide cognitive capabilities to
understand, interpret and manipulate human
language that will enable the bots to anticipate
the needs, attitudes and aspirations of users to
aid in decision making and improve outcomes,
all geared to achieve substantial business
value.

Knowledge-as-a-Service
Benefits

Benefits of KaaS
The main advantage of deploying a KaaS framework will not only be better
management of the knowledge, but also better access to knowledge.
Here are some key benefits:
Personalized Knowledge Access
Increase productivity by executing tasks and learning more efficiently and effectively
Cognitive capabilities to enable bots to anticipate the needs, attitudes and
aspirations of users to aid in decision making and improve outcomes

Benefits of KaaS
IF YOU KNOW WHERE THE KNOWLEDGE COMES FROM,
WHERE IT GOES, AND HOW IT IS USED YOUR
ORGANIZATION IS WELL ON ITS WAY TO PROPERLY
DELIVERING A KAAS SOLUTION.
THIS SOLUTION WILL ENABLE THE ORGANIZATION TO
DELIVER ITS SERVICES MORE EFFECTIVELY AND
EFFICIENTLY BY TAPPING INTO THE COLLECTIVE
KNOWLEDGE OF YOUR ORGANIZATION.

Digital Workplace/KaaS
Case Study

IMF Digital Workplace
Executive Summary
27
Executive leadership as part of a digital transformation effort has launched the Integrated Digital
Workplace (iDW) initiative. The iDW will be the gateway to all knowledge at the IMF as well as the
hub for where Mission knowledge is created and collaborated with. The iDW will incorporate
knowledge management and Artificial Intelligence with a focus on:
Knowledge Sharing and Collaboration
Connect content with content, content with people, and people with people
Process Efficiency
Automate priority processes, based on common functionalities across work streams
Integration and Mobility
Integrate access to multiple IT systems and data platforms, with cloud-based, mobile computing

Key Challenges
28
Integrating product capabilities
and tools into a flexible and
extensible architecture
Developing a flexible and
extensible information
architecture to facilitate content
organization, metadata and
taxonomy alignment to enable
search, navigation and Machine
Learning capabilities
Understanding of the Artificial
Intelligence elements that must
be considered and how these
elements will be aligned to
provide value to the IMF
Implementing template and
component based document
development that leverages co-
authoring
The entire team working and
executing successfully in an
agile environment (having an
agile mindset!)

KaaS & Digital Workplace Framework
Search/Chatbot/
AI Layer
Data Layer
Taxonomy/MDM
Layer
Presentation
layer
Capabilities Layer
IT Foundational
Canonical Data Model
(Structured/Unstructured
Data)
Data Warehouse Security
Managed Metadata/Controlled
Vocabulary services
Ontology/Taxonomy
ManagementData Governance
Search Chatbots Tagging
Content
Management
API Services Bus
Agile Dev
Continuous
Testing/Release
Monitoring/
Operations
Cloud
Infrastructure
Security
Knowledge Mapping
Business Services
App Layer Tacit
Knowledge
Explicit
Knowledge
AI
Smart
Search
Expert
finder
Doc Vis Chatbots
Taxonomy
Mgmt
Knowledge BI
Query
Activity
Metrics
Knowledge
Capture
K. Capture
Usage
Metrics
Curate &
Harvest
Data Lake
Request
Management
Data and AnalyticsTaxonomy
Document
Visualization
Core Search &
Statistical Analysis
Natural Language Processing &
Semantic Extractors
Search Assistance
Custom ML
Algorithms
Interactive
Knowledge Maps
Tacit & Explicit
Knowledge
Delivery
CoPs Chatbots
Knowledge
Capture &
Alignment
Ontology
MgmtQuery
Activity
Metrics
Usage
Metrics
Smart
Search
Expert
finder
Doc VisK. Capture
Curate &
Harvest
Query
Activity
Metrics
Usage
Metrics

iDW Capabilities/KaaS Alignment
Sourcing Management
Vendor
Management
Procurement
Management
Security
Travel Security
Mgmt.
Financial
Operations
Loan
Disbursement
Stakeholder Engagement
Social Media
Management
Public Affairs
Management
Internal
Relationship
Management
External
Stakeholder
Engagement
Human Capital Management / Human
Resources
Training Mgmt. Skill Finder
Resource
Finder
Decision Management
Board Decision
Management
Rules &
Procedures
Resource Availability
Mgmt.
Hospitality
Management
Physical Asset
Management
Calendaring
Facilities
Management
Budgeting
Collaboration
Ideation
Management
Notification
Co-Authoring Conversation
Knowledge Asset Management
Document
Storage
Management
Repository
Management
Rights
Management
Document Flow
Translation
Publication
Management
Working
Knowledge
Mgmt.
Style
Management
Content
Lifecycle Mgmt.
& Conversion
Language
Services
Interpretation
Information Management and Knowledge Discovery
Search +
Retrieval
Metadata
Management
Analytics
(AI, Text A..)
Economic Data
Management &
Analysis

IMF Digital
Workplace –
UI Example

34
Current State:
• Reference Architecture
Completed
• Capabilities Model Completed
• Initial Information Architecture
Design is completed
• UI/UX Initial High Fidelity
Mockups Created
• iDW Core Tools for Search, Auto-
Classification and Ontology
Management are available
• Selection of the Technology
Implementation Partner in Final
Stages

Contact Information:
Dr. Anthony J. Rhem, PhD.
CEO/Principal Consultant
500 North Michigan Ave., Suite 600
Chicago, Illinois 60611
Phone: 312-396-4024
email: tonyr@ajrhem.com
Website: www.ajrhem.com
Blog: http://knowledgemanagementdepot.com/

KM SHOWCASE 2020 - "Implementing Knowledge-as-a-Service through the Digital Workplace" - Dr. Anthony Rhem

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to KM SHOWCASE 2020 - "Implementing Knowledge-as-a-Service through the Digital Workplace" - Dr. Anthony Rhem

Similar to KM SHOWCASE 2020 - "Implementing Knowledge-as-a-Service through the Digital Workplace" - Dr. Anthony Rhem (20)

More from KM Institute

More from KM Institute (20)

Recently uploaded

Recently uploaded (20)

KM SHOWCASE 2020 - "Implementing Knowledge-as-a-Service through the Digital Workplace" - Dr. Anthony Rhem

Editor's Notes