Knowledge management - Ownership, approval, revision and expiration
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Friday
I'm looking for the best way to manage all our articles across our multiple knowledge bases.
Right now, most of our knowledge articles are locked to agent/ITIL users, but we need to change that, creating content that end users can search and consult from the ESC portal.
On the other side, at the IT knowledge base, we should have a process similar to the one shown in the attached image.
Right now, the available Publish Workflows run on workflow_ide.do (Workflow Editor), which I find complicated to deal with.
Any suggestions are appreciated
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 hours ago
Your process is similar to what we have. To help with searches, we've added Meta field to include various, specific terms relating to the KB article. Currently, we only have IT personnel create/ update KB articles. Non-IT folks can only view, search using internal portal. KB article has Ownership Group assigned with 1-3 approvers from the team. (manager/ supervisor/ team lead...). One thing in the process is we don't extend the Valid Date due to that we want the KB article owner/ team to be responsible for their content and keep them up to date. If they don't need them, need to Retire. I always reminder the owners that when KB articles passed valid date, not visible to users; that's up to them to keep or retire. We have standards specify Periodic Review for different types of documents (instructions, processes, standards....etc.)
