ITSM Knowledge Care & Feeding

[Juan Osorio]

With every company and organization, you work for or with, there are always operational knowledge gaps.

I'm sharing my approach to capturing knowledge and closing as much of those gaps as possible.

Please keep in mind this is just a method\model nothing Is set 100% in stone. You can tweak this it to your advantage.

The idea is to capture crucial knowledge in each stage of the ITSM lifecycle in order to "pass the baton" to the next. You still have to have a process by which you hook into the inception and birth of services or deployments\releases. It can be a project that becomes business as usual when finished, its up to you.

Side Note: I placed Request Mgmt on the Service Operations side because that is where its used and consumed, but it should be updated\created in Service Design.

Operational Knowledge Gap

The Framework

The Goal

What to capture to be support ready

[Cheryl Wickwire]

This is laid out really well!  Thanks so much for sharing!

[Juan Osorio]

Thanks @Cheryl Wickwire I'm trying to document my wisdom so I don't hoard it 😎

[David Kay]

You've clearly put a lot of time and good thought into this!

Have you checked out KCS?  It's a proven best practice, well-supported by ServiceNow, designed explicitly for the "care and feeding" of knowledge bases: filling gaps and keeping content evergreen is a simple crowdsourced way.  (There's no magic, unfortunately: it does require real change management.)

If you look up KCS v6 in Five Minutes you can get a quick YouTube overview, and please let me know here if you have questions.  I'm overseas on vacation right now, so my response might take a couple of days...