The Technology Knowledge Manager must identify tools to enable Technology Knowledge Management in the engagement. The tools
selected should be capable to store and retrieve knowledge objects as needed. Ideally, the tool selected must help to save
time and improve Technology Knowledge Management. It should be capable of knowledge sharing, and reuse at different levels
and between different teams. The tool should be able to cater to different streams of Service Delivery. For example: the
tools should be capable to capture solutions related to incidents, problems and changes with cross functional references.
It should enable easy search. The tool must be capable to capture and share structured documents related to an application
or set of applications (architecture, design, code, user manual, etc.), business processes (use cases, business process
flows) etc. The Technology Knowledge Management tools must be setup in collaboration with the Service Delivery Environment
Supervision Manager.
In many engagements, there would be platforms and tools already in use by the Client, for technology knowledge
repositories, known error database, etc. In such cases, the Technology Knowledge Manager may need to maintain these tools
and platforms. The Technology Knowledge Manager must also ensure adequate rights are provided to the delivery teams in
order to access the Technology Knowledge Objects while providing the service.
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