ITSM Knowledge management user Roles and Responsibility

[Abhilasha G T]

Hi Team, 

I want to know the exact Roles required for the below personas and also their responsibility in Knowledge Management.

1. Knowledge Owner
2. Knowledge Manager
3. Knowledge Contributor
4. Knowledge User
5. Author

Regards,

Abhilasha G T 

[Dr Atul G- LNG]

Hi @Abhilasha G T 

Role	Description
Process owner	A senior manager with the ability and authority to ensure the process is rolled out and used in all departments within the organization. A process owner is responsible for: •Establishing and communicating the process mission, goals, and objectives to all stakeholders •Resolving any cross-functional (departmental) issues •Reporting on the effectiveness of the process to senior management •Initiating any process improvement initiatives
Content owner	Subject matter expert in a specific area. The content owner is responsible for: •Maintaining the technical accuracy of the knowledge articles •Developing knowledge material in accordance with publication standards •Validating the accuracy of new knowledge submissions •Approving written and proposed articles
Stakeholders	Everyone who has an interest in the use and accuracy of knowledge articles. Stakeholders may include customers, partners, employees, shareholders, owners and others

Role	Description
Knowledge manager	The knowledge manager is responsible for: •Managing and coordinating the day-to-day knowledge management activities •Reviewing submitted knowledge articles to ensure that the content is valid and that the quality standards are respected •Assigning submitted knowledge articles to the appropriate content owners for validation •Creating and maintaining document templates •Gathering and reporting on process metrics
Knowledge contributor	Many different people may carry out this role. Contributors are responsible for: •Submitting articles through the contribution process •Correcting the content of their submitted knowledge article, as per the content owner’s recommendations
Knowledge user	The knowledge user uses the knowledge management system. Responsibilities: •Using knowledge in day-to-day activities •Providing feedback on existing knowledge •Identifying missing knowledge needed in day-to-day activities •Identifying knowledge that needs to be updated

[Dr Atul G- LNG]

Role	Description
Knowledge group manager	Each knowledge group manager is responsible for: •Managing a group of users who own knowledge articles •Assigning feedback tasks by default •Can reassign feedback tasks to other group members •Ensuring articles owned by their group is managed and reviewed correctly •Identifying knowledge that needs to be updated
Knowledge coach	Knowledge coaches are responsible for: •Performing AQI (Article Quality Index) surveys on knowledge articles •Writing, editing, and reviewing knowledge articles •Advising teams on knowledge best practices
Knowledge domain expert	Knowledge domain experts are similar to knowledge coaches but with specialized knowledge focused on one or more knowledge bases. Responsibilities: •Performs AQI (Article Quality Index) surveys on knowledge articles •Writes, edits, and reviews knowledge articles •Tracks overall health of knowledge bases

[Dr Atul G- LNG]