The document outlines a Knowledge Management framework for an IT services company. It defines the purpose as establishing KM solutions to capture and share knowledge. Six KM solutions are described: École for training; Rapide for incident management; Ventes for sales support; Doute for expert question/answering; and Communauté for communities of practice. For each solution, the document defines the purpose, benefits, scope, knowledge areas, platform, processes, roles and responsibilities, and metrics for measuring engagement and effectiveness. The overall goal is to reduce costs and improve services through organizational learning and knowledge sharing.

1. Avinish Mishra
Knowledge Management
Framework
for IT Services

2. Avinish Mishra
Purpose
• Define the Knowledge Management (KM) solutions as
per the user cases in an IT services company
• Define End to End process for deployment of KM
solutions as per the need
• Define the roles and responsibilities involved during
End to End deployment of KM solutions
• Define the measurement criteria to measure the success
of the KM solutions

3. Avinish Mishra
Why we need KM?
• We should know what we know
• We don’t have all the answers
• Even Google does not have all the answers
• Reinvention cost
• Money
• Time
• Business
• Attrition makes a very big knowledge hole
• Clients demands will be ever demanding
• Leadership demands – fulfill the clients demand

4. Avinish Mishra
KM Vision
Together Smarter Stronger
Knowledge Management is organizational memory
Information
Knowledge
Experiences
Capture
Sharing
Reuse
CSAT
Efficiency
Quality
Productivity
Innovation
Faster Delivery

5. Avinish Mishra
Key Assumptions
• KM initiatives are starting for first time in the
organization
• KM team is very new in the organization
• Certain used cases have been developed after discussion
with Service Delivery Managers, Project Managers, Project
Engineers, Sales Managers, Bid Managers, Support teams
• KM solutions name used in the document is totally
fictitious
• KM system used to deploy KM solutions is SharePoint
• Enterprise Social Network used for collaboration platform
is Yammer

6. Avinish Mishra
KM Solutions
École
Rapide
Ventes
Doute Communauté

7. Avinish Mishra
École (Knowledge University)
Description
École provides a KM
solution to create
database of first hand
business process,
application, project
and technical
knowledge. It helps
project managers to
implement training
plans for new joiners
in a structured manner
Business Benefits
1. Faster onboarding
2. Less dependency on
SME
3. Less dependency on
classroom training
4. Faster billability of
resource
Scope
1. Delivery
2. Project Management
3. Software
Development
4. Application
Management
5. Managed Services
Knowledge
1. Process Knowledge
2. Project Knowledge
3. Application
Knowledge
4. Technical
Knowledge
5. Project Knowledge
6. Organization
Knowledge
Platform
SharePoint

8. Avinish Mishra
Solution Process
Corporate
Induction
New to project
Domain
Knowledge
Technical
Knowledge
Process
Knowledge
Application
Knowledge
Collection of
Knowledge
Course A
Course B
Course C
Course D
Assessment
A
Assessment
B
Assessment
C
Assessment
D
École
Project Specific Courses and Assessment
Project
Training
In-progress
Trainings
Completed
Trainings
Overdue Trainings
Passed Trainees
Failed Trainees
Dashboard
Training completion and Assessment Dashboard
Assessment
Passed
Training
Failed
Training
Live Project
New in company
Solution
Deployment

9. Avinish Mishra
Roles & Responsibilities
Project Manager Central KM Team SPOC Project KM SPOC
• Identification and
deployment project
KM SPOC
• Defining, what is
critical knowledge for
delivery of services
• Identifying sources
(Explicit and Tacit) of
critical knowledge
• Identification of
module owners in the
project
• Defining and driving
the governance for
the initiative
• Define rewards for
contribution
• Give KM solution
orientation to project
team
• Creation of
framework for project
team
• Creation and
deployment of KM
solution
• Understand KM
responsibilities
• Collaborate with
module owners to get
content for all
modules
• Create courses on
École
• Create assessment on
École
• Monthly engagement
and effectiveness
measurement
• Drive rewards and
recognition for
contribution

10. Avinish Mishra
Measurement
Engagement
• Number of courses created
• Number of modules covered
• Number of documents uploaded
• Number of trainees completed training
• Number of trainees completed Assessment
Effectiveness
• Time saving because of faster onboarding
• SME/PM time saving because of online solution for
training

11. Avinish Mishra
Rapide (Known Error Database)
Description
Rapide is a solution for
incident management
type of projects where
Knowledge Database
is not part of Incident
Management System.
It is a database of
solutions of all the
known errors and
incidents from the past
resulting in faster
solution of problems.
Business Benefits
1. SLA adherence
2. Improved CSAT
score
3. Improved first time
right ratio
4. Faster onboarding
and competency
building of new joiners
Scope
1. Incident
Management
2. Problem
management
3. Ticket Helpdesk
4. Service Helpdesk
Knowledge
1. Known incidents
and errors
2. Solutions of known
incidents and errors
Platform
SharePoint

12. Avinish Mishra
Solution process
Known Errors
New Incidents
Metadata
Application
Module
Sub-module
Category
Tags
Solutions
Content
Approval
Content
Approval
Published
Content

13. Avinish Mishra
Roles & Responsibilities
Project Manager Central KM Team SPOC Project KM SPOC
• Identification and
deployment project
KM SPOC
• Defining applications
which will be covered
for the KM solutions
• Identification of
module owners and
content approvers in
the project
• Defining and driving
the governance for
the initiative
• Define rewards for
contribution
• KM solution
orientation to project
team
• Creation of
framework for project
team
• Creation and
deployment of KM
solution
• Train the project KM
SPOC for using the
KM solution
• Understand KM
responsibilities
• Creation of taxonomy
for the KM solution
• Collaborate with
module owners to get
content train them for
using the KM
solution

14. Avinish Mishra
Measurement
Engagement
• Number of new articles created
• Number of articles modified
• Number of articles accessed
Effectiveness
• Number of articles reused
• Time saved due to reuse
• CSAT score after implementation of KM solution

15. Avinish Mishra
Ventes (Sales & Presales support)
Description
Ventes is database of
all documents used in
past proposals. This
database helps bid
teams to respond
faster to the client
proposals which will
help in winning new
business.
Business Benefits
1. Faster to market
2. Brand Management
3. Thought Leadership
Scope
1. Bid Management
2. Presales
3. Sales Support
Knowledge
1. Proposals
2. Templates
3. Credentials
4. Case Studies
5. Whitepapers
6. Lesson Learnt
Platform
SharePoint

16. Avinish Mishra
Solution process
Proposals
Templates
Credentials
Case Studies
Whitepapers
Lesson Learnt
Vertical
Service Offering
Geography
Client
Technology
Document Type
Metadata
=
New Bids
Thought
Leadership
Client
Presentations

17. Avinish Mishra
Roles & Responsibilities
Central KM Team SPOC Sales KM SPOC
• Overall ownership of the Ventes
portal
• Orientation to sales KM SPOCs
• Identification of all
 Proposals
 Templates
 Credentials
 Case Studies
 Whitepapers
 Lesson Learnt
• Content sanitization to remove
client confidential information
• Upload content on Ventes portal

18. Avinish Mishra
Measurement
Engagement
• Number of documents uploaded
• Number of documents downloaded
• Total visits
• Unique visits
Effectiveness
• Number of documents reused during new proposals
• Time saved due to reuse

19. Avinish Mishra
Doute (Ask the Expert)
Description
Doute is platform to
ask question and get
replies from the expert.
Knowledge sharing
from experts will
reduce reinvention of
wheel.
Business Benefits
1. Faster solutions
2. No reinvention of
wheel
3. Innovation
Scope
1. All functions Knowledge
1. Process Knowledge
2. Project Knowledge
3. Application
Knowledge
4. Technical
Knowledge
5. Project Knowledge
6. Organization
Knowledge
7. Any Knowledge
Platform
SharePoint
Yammer
Jive

20. Avinish Mishra
Solution process
Expert Name
About Me
Experience Level
Ask me About
Expert Profile
Raises a question
Employee
Matches the keyword
in the question with
keywords mentioned
in the profiles of all
the experts to send
questions to relevant
experts
Expert A
Expert B
Expert C
Expert Replies the
question

21. Avinish Mishra
Roles & Responsibilities
Central KM Team SPOC Experts
• Overall ownership of the Ventes
portal
• Training and change management
• Measurement of engagement and
effectiveness of KM initiatives
• Profile creation
• Registering themselves as expert
• Replying to questions
• Knowledge Sharing

22. Avinish Mishra
Measurement
Engagement
• Number of experts registered
• Number of questions asked
• Number of replies
Effectiveness • Number of correct replies

23. Avinish Mishra
Communauté (CoPs)
Description
Communauté is a
social platform for
collaboration and
knowledge sharing for
delivery teams, sales
teams, verticals,
competencies,
technologies
Business Benefits
1. Joined up approach
2. Improvement in
delivery
3. Improved client
satisfaction
Scope
1. All functions Knowledge
1. Process Knowledge
2. Project Knowledge
3. Application
Knowledge
4. Technical
Knowledge
5. Project Knowledge
6. Organization
Knowledge
Platform
Yammer
Jive
Any ESN

24. Avinish Mishra
Solution process
Start the process: Bring
all key account
stakeholders together
Find objectives &
challenges for account
Communicate what you
want to achieve
Contact KM team for
ESN space and training
Deployment of
community of practice
Start communication and
Conversation of
community space
Create parameters to
quantify success
Publish case studies

25. Avinish Mishra
Roles & Responsibilities
Central KM Team SPOC Account Community Manager
• Overall ownership of Communauté
initiative
• Orientation to account community
manager
• Defining charter for community
• Prepare plan for community
• Set up the community
• Go live
• Communication
• KPIs definition
• Governance

26. Avinish Mishra
Measurement
Engagement
• Number of communities created
• Number of members
• Number of active communities
• Number of posts
• Number of shares
• Number of likes
• Number of comments
Effectiveness
• Customers Satisfaction score
• Repeat business from same client

27. Avinish Mishra
Thank you
"Share your knowledge. It’s a way to achieve immortality."
Dalai Lama
(1357-1419, high lama of Tibetan Buddhism)