The objective of this task is to identify knowledge requirements and accordingly conduct skill gap analysis of the Service Delivery Teams involved to accomplish the Knowledge Exchange.

Before Knowledge Exchange begins, it is necessary to determine “what” knowledge needs to be exchanged. The Knowledge Exchange Lead must determine this “what” through a discovery process that gathers Knowledge Objectsfrom Subject Matter Experts (SMEs). The Knowledge Objectscontain the basic information guided by a framework that categorizes knowledge into business, technology, process, and support groups. This is documented in the Knowledge Object Matrix. Additionally, the Knowledge Exchange Lead must take inputs from the incumbent SMEs, the Client and other suppliers in order to complete the Knowledge Object Matrix. The Knowledge Object Matrix should be segmented into areas of knowledge (by service, application, support team, etc.) to allow ease in delivering and managing the Knowledge Exchange. The knowledge areas identified become the high level group for determining the next level of detail (Knowledge Objects).

The Knowledge Object Matrix also helps Knowledge Exchange Lead in identifying skills necessary to deliver the service. The Knowledge Exchange Lead should consolidate the Knowledge Object  Matrix with the Skills Matrix and also assess the incumbents’ skills to identify gaps. Once complete, theKnowledge Exchange Lead must collaborate with the Service Engagement Staff Lead to align the Knowledge Object Matrixwith the Staffing Plan for recruiting  and skilling appropriately. This is done by consolidating all the knowledge areas and Knowledge Objects with the staffing matrix. Ensure that it is organized in the best way possible for developing a cross reference with the staffing plan.

This task builds an ‘initial state’ assessment, at the lowest level of detail possible, of the knowledge required to deliver the service and the skills available within the services. Using the Skills Matrix, Capgemini’s Service Delivery Team skills will be reviewed to update the “initial” knowledge of the team and the gaps as well as strengths will be documented.

In certain scenarios, it may not be feasible to create a Knowledge Object Matrix due to the nature or size of the transition. In such cases the Knowledge Objects may be directly used for knowledge and skill gap analysis.