Task: Identify And Implement Improvements In Technology Knowledge Management System
The purpose of this task is to identify the improvements and optimization opportunities for improving Technology Knowledge Management.
Relationships
RolesPrimary: Additional: Assisting:
Outputs
Main Description

The Technology Knowledge Manager must look for opportunities for improvement and optimization of the overall Technology Knowledge Management. The existing technology information architecture (which include knowledge Repositories, configuration management systems, known error databases, reporting architecture) must be reviewed to ensure:

  • Performance of the current Technology Knowledge Mmanagement Systems is as expected
  • Search feature is adequate
  • Known Error Database performance is adequate in terms of in terms of availability and quality of resolution. This can be evaluated by the percentage of tickets resolved by using known error workarounds.

In case the results are not as expected, the Technology Knowledge Manager must analyze the same and identify actions to improve the same.
The Technology Knowledge Manager must collaborate with other work steams and propose improvements and implement the same. Examples of few improvements could be increasing opportunities of technology knowledge harvesting, utilization, reuse, improvement of search feature, etc. The Technology Knowledge Manager must then collaborate with the Engagement Manager and implement improvements.