Knowledge Manager
From IT frameworks
Contents |
Job Description for the position of Knowledge Manager
Knowledge Management is a discipline in IT service management.
The role of Knowledge Manager is to ensure the goals of the Knowledge Management process are achieved. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
The DIKW model is found at the basis for Knowledge Management.
- Data is stored in databases.
- Information can be viewed in the CMS.
- Knowledge is stored in the Service Knowledge Management System.
- Wisdom creates a challenge, how to store common sense and experience.
When information, knowledge and ultimately wisdom can be extracted from the organization, better management decisions can be made. Therefore thorough and proper Knowledge Management is vital for all life-cycle stages.
Through extensive use of the Service Knowledge Management System, information from many areas will be stored:
- Experience of staff
- Overall performance of the IT Organization and depending factors
- Management of suppliers
Basically, if something is stored in a database, Knowledge Management must strive to express this through a presentation layer while considering the CIA factors:
- Confidentiality - Only verified users have access to appropriate information
- Integrity - Information available is up to date
- Availability - Users have access to information when expected
The job
The Knowledge Manager is a position within the scope of Knowledge Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are the Service Transition Manager.
- Immediate juniors are the staff triggering the Knowledge Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Number of Open Service Desk tickets requesting information on how-to knowledge
- Growth statistics on documented knowledge
- Growth statistics on use of knowledge system
- Dashboards are delivering all relevant KPIs
- Number of bypasses made of the process
- Number of answered questions in the knowledge system
- Number of errors in documentation
- Number of errors in repeatable procedures, processes and policies
- Incidents against the service
- Reduction in knowledge related incidents or errors due to correctly documented procedures
- Increased knowledge in target group due to easily accessible knowledge
- Reduced dependency on personnel for verbal answers due to CIA of knowledge
- Faster Incident Management process due to CIA of workarounds
- Faster Access Management due to easily accessible Directory Services
Responsibilities
Knowledge Manager is responsible for:
- Tasks
- CIA of information
- Decreasing the ELS (Early Life Support) period
- Improvement of user experience
- Knowledge Transfer - Documenting procedures and including under CIA system
- Making recommendations for Service Improvement Plans
- Ensuring the Knowledge Management process is performed as designed.
- Developing a Knowledge Management process model for the role of Knowledge Manager.
- Ensuring the Knowledge Management process is fit for purpose.
- Ensuring process description meets objectives
- Ensuring ELS staff from Knowledge Management the the Service Desk role upon new and updated releases.
- Sponsorship, design, and continual improvement of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading and supporting the Knowledge Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Knowledge Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Transition Manager (To ensure the Knowledge Management process is managed in relation to the Knowledge Management process description)
- To Service Owner (To improve all Knowledge Management decisions)
- To Service Transition Management (For escalation purposes)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design designs tools and technologies to use and support KEDBs.
- Service Design designs Knowledge Models with pre-defined activities. Any changes to these activities must be transitioned.
- An escalation procedure must exist to the Service Transition Manager.
Resources
Internal resources
- The Knowledge Manager has internal resources available as defined by the organization for process owners.
External resources
- The Knowledge Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Knowledge Management process.
Qualifications
It is expected that the Knowledge Manager has the competence required to competently manage the Knowledge Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Knowledge Management ITILv3 process better so that expectations are continually met.
Advancement
As Knowledge Manager you have the possibility to apply for positions as Service Transitions Manager and other key positions in the Service Transition life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
