Attachment 32 - EOC-SOP-SBO-22-105-Knowledge-Management.pdf

Knowledge Management Standard Operating Procedure

August 2022

Produced by:

Enterprise Operations Center Department of Technology Services Administrative Office of the U.S. Courts One Columbus Circle, NE Washington, DC 20544

Notice – Limited Distribution This document is designated Sensitive. Distribution is strictly controlled and further distribution is prohibited. Duplication of this document is prohibited.

FOR OFFICIAL USE ONLY

Knowledge Management: EOC Standard Operating Procedure

Final Authorization and Approval Signature

Office Chief, Enterprise Operations Center

Deputy Office Chief, Enterprise Operations Center

Division Chief, Infrastructure Operations Division

Division Chief, Support Services Division

Staff Chief, Continual Service Improvement

Table of Contents

1 Overview

2 Guiding Principles

3 Governance

3.1 Knowledge Management Process Owner

3.2 Managers and Supervisors

3.3 Content Requirements

4 Process Overview

4.1 Knowledge Management Process Flow

5 Roles and Responsibilities

5.1 RACI Matrix

6 Procedures by Role

6.1 CSI 9 ...…………………………………………………………………………………………...9

6.2 Tier 1 (NSD), Tier 2/3

6.3 WTL/SME

6.4 Program Office (PO)

6.5 CIB 9 ……………………………………………………………………………………………..9

6.6 SSD Branch Chief

7 Quality Assessment

1 Overview The primary purpose of Knowledge Management (KM) is to ensure that the right information is available to the right people at the right time. Knowledge Management enables IT to be more efficient, improve quality of service, increase customer satisfaction, and reduce the cost-of-service support and delivery.

The Enterprise Operations Center’s (EOC’s) KM process ensures that reliable information is available throughout the service lifecycle. The overall objective is to create value and refine the EOC’s knowledge assets to meet organizational goals. This document describes the EOC’s KM processes and procedures.

2 Guiding Principles The guiding principles of the Knowledge Management Process are:

• KM must support business strategies

• KM must provide customers with the correct information at the right time

• KM must address roles, responsibilities, and process governance

• KM will be available to support all IT service management processes

3 Governance

3.1 Knowledge Management Process Owner

The day-to-day management of the KM Process is provided by the Continual Service Improvement team in accordance with the KM SOP.

Responsibilities include:

• Authoring and maintaining agency KM procedures and guidance

• Acting as the primary point of contact for KM inquiries

• Maintaining and updating the KM SOP

• Overseeing execution and evaluation of KM activities

• Overseeing training on all aspects of KM

• Conducting appropriate activities to determine KM needs

• Communicating lessons learned in KM to EOC leadership and AO for appropriate action

3.2 Managers and Supervisors

Achieving effective KM is ultimately the responsibility of every employee with individual managers having specific responsibility and accountability.

Responsibilities of managers and supervisors include:

• Ensuring that the staff is trained on the use of common KM practices and techniques, and that the staff understands and meets the EOC’s KM expectations

• Identifying critical bodies of knowledge needed to accomplish the work of their work unit

• Facilitating knowledge transfer among each other and partner support organizations

• Identifying, developing, and implementing continuity plans for key positions

• Updating and maintaining work instructions to ensure that the explicit knowledge embedded in them is kept current and correct

3.3 Content Requirements

All content must follow the requirements detailed below:

Conform to the AO style guide

Clear and Consistent: Always use the same words and terms to mean the same things. The language and terminology should be clear and consistent with the language and terminology of other similar solutions.

Relevant: Ensure all content is directly relevant to the specific issue being addressed. If the information does not need to be there to resolve the issue or answer the question, do not include it.

Meaningful: Ensure content can be reused by others, both internally and externally. Content may relate to user issues or it may address policies and procedures. Write content at an appropriate level of technical detail for the target audience.

Technically Accurate: Ensure the content is technically accurate. Our customers need to trust the validity of all content within our knowledge base. When writing an article, go through the steps yourself. Do not write steps from memory or trust steps are still the same when updating an older article.

Short Description: The short description field should contain either the desired result of the steps outlined in the article, or the question that the article answers.

Short and Simple: Use clear, concise statements that convey the message and provide accurate information. Good descriptions are short and to the point.

Eliminate unnecessary words.

https://aoweb.ao.dcn/program-support/communications-resources/web-writing-style-guide

Instead of: Click the Submit button.

Write: Click Submit

Avoid User-Specific Information: Edit content to remove or mask all customer specific or court specific information.

o Replace court IDs with the variable courtID o Remove IP address, customer name, etc.

Consistent Format: Ensure that your content adheres to the format guidelines and content creation best practices contained within this document and the Quick Reference Guide to ensure you convey a positive impression of the AO.

Use the Present Tense: Write in the present tense to avoid confusion. Content is clearer and easier to understand when written as if it is currently happening to the person reading the information. Writing in active voice, present tense, and second person uses the least number of words to make the message as clear as possible and calls the reader to action.

Instead of: After you have clicked Start, then… Write: Click Start

Use Standard Fonts: Write article text using the default font in the ITSM tool.

Draft article content in the platform. Do not copy from another tool such as MS Word. Use the platform tools to format paragraphs and lists. For example:

o Apply the predefined Heading styles instead of using the font tools to make a body paragraph look like a heading.

o Use the list buttons to create numbered or bulleted lists that nest properly instead of manually typing list numbers or symbols.

Text formatting: Use BOLD for field names and italics for document or book titles and emphasis. Use monospace fonts for machine text (code snippets, screen prompts, keyboard entry).

Do not write procedures in narrative form.

4 Process Overview

4.1 Knowledge Management Process Flow

5 Roles and Responsibilities

5.1 RACI Matrix

The EOC uses a Responsible, Accountable, Consulted, Informed (RACI) matrix to lay out the responsibilities for each role and activity. While knowledge is everyone’s responsibility, this RACI lays out the roles where they are most often performed.

The following table defines the elements of the RACI matrix:

Responsible (R) Those who do the work to achieve the task. There is at least one role with a participation type of responsible, although others can be delegated to assist in the work required.

Accountable (A) The one ultimately answerable for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. In other words, an accountable must sign off (approve) work that responsible provides. There must be only one accountable specified for each task or deliverable.

Consulted (C) Those whose opinions are sought, typically subject matter experts, and with whom there is two-way communication.

Informed (I) Those who are kept up to date on progress, often only on completion of the task or deliverable, and with whom there is just one-way communication.

The Knowledge Management RACI matrix is:

Activity CSI Tier 1/2/3 WTL/SME Program Office

CIB Tech Writer

SSD Branch Chief

(1) Search for Knowledge Articles that address issue and attach

A R R R I

(2) Flag for KA/KA Update A R R R I

(3) Review and Update KA/Complete Draft KA

I C R/A C I

(4) Publish Internal KAs I I R/A I I I

(5) Tech Writer Review I I I I R/A I

(6) Publish External KAs I I I I I R/A

(7) Conduct Periodic Reviews of Knowledge Base

R/A C C I

(8) Review Knowledge statistics to verify the effectiveness of the knowledge process

R/A I I I I I

(9) Review multiple KPIS to identify opportunities for improvement to the business

R/A I/C I/C I/C I/C I/C

(10) Track/Ensure KAs are reassessed for accuracy

R/A I R R I/C R

6 Procedures by Role

6.1 CSI

1. Track/Ensure KAs are reassessed for accuracy at least once per year

2. Conduct Quarterly Knowledge Base Reviews for compliance with governance

3. Review Knowledge Statistics Quarterly

4. Review/Analyze KPIs and recommend improvements Quarterly

6.2 Tier 1 (NSD), Tier 2/3

1. Search for knowledge articles that address the incident, problem, or other issue being worked

a. If no suitable KA exists, flag for KA creation

b. If a suitable KA exists, confirm quality and solution effectiveness and attach to record being worked

c. If a KA exists, but is of poor quality or the solution no longer works, flag for update and provide a comment explaining why it was flagged

6.3 WTL/SME

1. Monitor your work for existing articles to review/update or draft articles to complete

2. Work with relevant Subject Matter Experts (SMEs) to update or complete draft articles

3. Submit articles for review

4. Once Internal KAs have received Program Office approval, publish.

6.4 Program Office (PO)

1. Draft new articles as necessary

2. Monitor your work for updated or draft articles to review and approve

3. Approve articles or reject and communicate any necessary updates

6.5 CIB

1. Review external articles and confirm they meet appropriate quality standards for external communications and content requirements in section 3.3.

2. Approve external articles or reject and communicate any necessary updates

6.6 SSD Branch Chief

1. Approve external articles or reject and communicate any necessary updates

2. If approved, publish external articles

7 Quality Assessment A critical component of successfully meeting service level targets is for the IT organization to hold itself accountable for deviations from acceptable performance. This is accomplished by producing meaningful reports, studying Key Performance Indicators (KPIs), looking for trends, and taking measures to ensure we consistently meet Acceptable Quality Levels (AQLs). The KPIs related to this SOP are listed in the EOC KPI Library. CSI creates reports as dashboards and reviews them regularly in accordance with the measurement plan. CSI will provide regular process quality and performance assessments as required by EOC leadership.

7 Quality Assessment