ITIL_Knowledge_Management_Standards

ITILKnowledge Document StandardsRevision: 6April 27, 2012Document File Name: ITIL_Knowledge_Document_Standards_06.docProject Manager Approval: Date:

Project Sponsor Approval: Date:

Revision Chart

The Revision Chart contains a history of each revision to this document.

RevisionPrimary Author(s)/ Project ManagerDescription of RevisionDate Completed

01SRGRevision to templates08/24/2011

01SRGRevision to Master List and Attachments08/24/2011

01SRGRevisions to links in the document08/24/2011

02SRGRevised Self Help Library URL08/26/2011

03SRGRevisions to Section 4.2 and 5.2.102/14/2012

04BPRevisions to Section 5.2 and 5.2.103/08/2012

05SRGRevisions to Section 4.304/03/2012

06MRRevisions to Sections 4.3.1, 4.3.2, 4.3.3, 4.3.4 and 4.3.504/27/2012

Glossary of Terms

The glossary lists fundamental terms used in the body of the document.

TermsDefinitions

CTMCommunications and Technology Management

ITILIT Infrastructure Library

BMC SDService Desk Express

BMC KMEKnowledge Management Express

SMESubject Matter Expert

KBKnowledge Base

COACity Of Austin

UFFAUse It, Flag It, Fix It or Add It

Subjectdefined as the application, process, etc. being documented in the KB document

Contents

51.0Introduction

1.1Purpose51.2Intended Audience51.3Scope51.4Assumptions52.0Knowledge Base Document Process Standards63.0Knowledge Base Document General Information73.1Deciding What Template to Use74.0Knowledge Base Document Content Standards84.1How to Title the Knowledge Base Document84.1.1Example of Error Message Title:84.1.2Example of How toTitle:84.1.3Example of Problem/Solution:84.1.4Example of Reference:84.1.5Example of Decision Tree:84.2Identify Knowledge Base Document User94.2.1For Resolution by the Service Desk94.2.2For Resolution by specific WORKGROUP(S)94.2.3For Self Help Resolution94.2.4For Reference by specific WORKGROUP(S)94.2.5For Self Help Reference94.3Content to Include by Template Type104.3.1Error Message Template Content for Fields104.3.2How to124.3.3Problem/Solution144.3.4Reference164.3.5Decision Tree USING THIS TEMPLATE IS NOT RECOMMENDED184.4Review of KB Documents194.4.1Maintenance Review194.4.2Flagged KB Document194.4.3Proactive Review195.0Other Best Practices205.1Master Lists205.1.1Storage Location of Master Lists205.1.2Examples of Master Lists205.2Referencing/Linking and Attaching Documents215.2.1Storage Location of Attachments215.2.2Examples of Attachments211.0 Introduction1.1 PurposeThe purpose of this document is to provide guidelines and standards for submitting a Knowledge Base (KB) document in Service Desk (BMC SD). 1.2 Intended AudienceThis document is intended for any City of Austin (COA) employees who submit KB documents.1.3 Scope

This document gives detailed information on KB Standards only. This document does not provide instruction on how to use BMC SD or BMC KME. For detailed instructions on the BMC SD or BMC KME refer to the manuals stored on the ITIL SharePoint: http://coawss3a.coacd.org/sites/ITIL/Knowledge/Knowledge%20Management%20User%20Guides/Forms/All%20Documents.aspx.1.4 Assumptions The writer or author has already been identified using the Use It, Flag It, Fix It or Add It (UFFA) process. The BMC SD has categories defined for the application or process being documented.2.0 Knowledge Base Document Process Standards

Use the process standards provided as a guideline.

1. Thoroughly search BMC SD to ensure what you are documenting does not already exist.

2. Refer to section 4.0 Knowledge Base Document Content Standards as a guideline to compose the content of the KB document.

3. Have a peer in your work group review your documentation for subject specific details and correct formatting4. Input the information into the BMC SD. For specific instructions on how to create the KB document in BMC SD, please refer to the documentation: BMC KME: Use SDE Incident Form to Search, Use and Create.5. Promote the document to the appropriate Subject Matter Expert in your area. Refer to the Master List for KB Tiger Team Members if you are not aware of whom your SME is for your team. The Master List is located on the ITIL SharePoint site: http://coawss3a.coacd.org/sites/ITIL/Knowledge/Lists/KM%20Tiger%20Team%20Members/AllItems.aspxNote: You are responsible for the content of the document including technical accuracy, specific details, spelling, etc. The SME will perform a high level review.

6. The KB document will be reviewed by the SME and either returned for modifications or additions or promoted to CTM Service Desk for Final Review and publication.3.0 Knowledge Base Document General InformationAny information that is relevant to the applications and processes you support constitutes a KB document. BMC SD is the central repository for ALL knowledge. ALL related information must be either stored or referenced in BMC SD. See Sections 5.1 Master Lists and 5.2 Referencing/Linking or Attaching Documents for additional information. Knowledge Base documents must but be entered in to BMC SD utilizing one of five templates described below.3.1 Deciding What Template to UseThere are five types of KB documents in BMC SD. Finding the right template to use is important.

Error Message Use the Error Message template when you are documenting an exact error message. How to - Use the How totemplate when you are documenting How to do something. Problem/Solution Use the Problem/Solution template when you are documenting a general problem that is not error specific.

Reference Use the Reference template when you are providing information about a process or application.

Decision Tree Use the Decision Tree template when you are documenting a process that requires different actions depending on the input.4.0 Knowledge Base Document Content StandardsUse the Content Standards provided here as a guideline when creating a KB document.Note: The word subject used in this section is defined as the application, process, etc. being documented. 4.1 How to Title the Knowledge Base DocumentUse the following naming convention when creating your KB document:

SUBJECT (In capital letters): Title of Knowledge Base Document4.1.1 Example of Error Message Title:

AMANDA: Error Message - Run-time error '1177': The document name or path is not valid.

4.1.2 Example of How toTitle:

VERSADEX: How to Create a User Account

4.1.3 Example of Problem/Solution:

LIMS: Problem - Bar Code Reader Not Working

4.1.4 Example of Reference:

GAP: Reference What is GAP?

4.1.5 Example of Decision Tree:

AMANDA: New User Account Process4.2 Identify Knowledge Base Document UserThe first line of text in the body of every knowledge base document must identify the intended user. You must select one of the following:4.2.1 For Resolution by the Service DeskIf the CTM Service Desk can resolve the issue add the statement:If you are logged in toBMC SD Self Service, clickLog Incident, complete the Required Information, and then Submitthe Incident.

OR

Contact the CTM Service Desk at 974-4357, staff has access to resolve.4.2.2 For Resolution by specific WORKGROUP(S)If the CTM Service Desk can NOT resolve the issue and it needs to be assigned to another group add the statement:

If you are logged in toBMC SD Self Service, clickLog Incident, complete the Required Information, and then Submitthe Incident.

OR

Contact the CTM Service Desk at 974-4357, so an Incident can be created and assigned to WORKGROUP(S) name.4.2.3 For Self Help Resolution

If this is intended for Self Help resolution, add the statement:

This KB document is intended as Self Help resolution for all users/customers:4.2.4 For Reference by specific WORKGROUP(S)If this is intended as a reference for a specific Work Group, add the statement:

No action required by CTM Service Desk. This document is intended as a Reference for WORKGROUP(S) name.4.2.5 For Self Help Reference

If this is intended as a reference for Self Help, add the statement:

This KB document is intended as Self Help reference for all users/customers:4.3 Content to Include by Template TypeThe fields and details required in a KB document vary by template. Please use the following guidelines and standards when composing your document.

4.3.1 Error Message Template Content for FieldsExample: KME Document ID 508 (number is automatically generated)

Title:

Refer to the naming convention provided in 4.1 How to Title the Knowledge Base DocumentError:

State what the user is trying to do when receiving the error message

State the EXACT error message they are receiving and include a screenshot of the error message if receivedSelf Help/Service Desk: Identify your KB document user as described in 4.2 Identify Knowledge Base Document User If this is intended as a Self Help Resolution, list the steps that must be performed by the user in detail.Root Cause: List the root cause of the error if knownInternal Workaround/Fix: Enter any critical assumptions to perform the steps (i.e., Must have Administrator Rights) If this is intended as Internal Resolution, list the steps that must be performed in detail or link to another document with the instructions.Keywords:Keywords for searching and the name of the WORKGROUP from BMC SD (i.e. AMANDA_SUPP)Content Author:

Name of KB creatorFormat Author:

Name of KB format and editor4.3.2 How toExample: KME Document ID 1043 (number is automatically generated)

Title:

Refer to the naming convention provided in 4.1 How to Title the Knowledge Base DocumentQuestion:

Enter How do ?Self Help/Service Desk:

Identify your KB document user as described in 4.2 Identify Knowledge Base Document User If this is intended as a Self Help Resolution, list the steps that must be performed by the in detail.Internal Answer:

Enter any critical assumptions to perform the steps (i.e., Must have Administrator Rights)

If this is intended as Internal Resolution, list the steps that must be performed in detail or link to another document with the instructions.

Keywords:

Keywords for searching and the name of the WORKGROUP from BMC SD (i.e. AMANDA_SUPP)

Content Author:

Name of KB creator

Format Author:Name of KB format and editor

4.3.3 Problem/SolutionExample: KME Document ID 1460 (number is automatically generated) Title:

Refer to the naming convention provided in 4.1 How to Title the Knowledge Base DocumentProblem:

Enter the general description of the problemSelf Help/Service Desk:

Identify your KB document user as described in 4.2 Identify Knowledge Base Document User If this is intended as a Self Help Solution, list the steps that must be performed by the user in detail.Internal Solution:

Enter any critical assumptions to perform the steps (i.e., Must have Administrator Rights)

If this is intended as Internal Solution, list the steps that must be performed in detail or link to another document with the instructions.

Keywords:Keywords for searching and the name of the WORKGROUP from BMC SD (i.e. AMANDA_SUPP)

Content Author: Name of KB creator

Format Author:

Name of KB format and editor

4.3.4 ReferenceExample: KME Document ID 1366 (number is automatically generated)

Title:

Refer to the naming convention provided in 4.1 How to Title the Knowledge Base DocumentSelf Help / Service Desk: Identify your KB document user as described in 4.2 Identify Knowledge Base Document User If this is intended as a Self Help Reference, document the information necessary for the user.Internal Reference:

If this is intended as Internal Reference, document the information necessary for the internal staff.Keywords:Keywords for searching and the name of the WORKGROUP from BMC SD (i.e. AMANDA_SUPP)

Content Author: Name of KB creator

Format Author:

Name of KB format and editor

4.3.5 Decision Tree USING THIS TEMPLATE IS NOT RECOMMENDEDExample: Include Document ID 218 (number is automatically generated)Title:

Refer to the naming convention provided in 4.1 How to Title the Knowledge Base DocumentSelf Help / Service Desk:

Identify your KB document user as described in 4.2 Identify Knowledge Base Document User Enter any critical assumptions (i.e., Must have Administrator Rights) as questions in the decision tree as appropriate

Internal Decision Tree:

Enter any critical assumptions (i.e., Must have Administrator Rights) as questions in the decision tree as appropriate4.4 Review of KB Documents

KB Document will need to be reviewed / modified for various reasons.

4.4.1 Maintenance Review

All KB Documents will need to be reviewed at a minimum every 18 months to ensure they are up-to-date.

4.4.2 Flagged KB Document

A KB document may be flagged for review by another user other than the owner of the document if it does not sufficiently explain a process, is out-of-date or contains any other inconsistency.

4.4.3 Proactive ReviewThe owner of the KB document is aware of a needed update and proactively modifies the document. A work group may decide to establish a more frequent review cycle than the standard Maintenance Review depending on their business needs.5.0 Other Best Practices5.1 Master Lists

Several documents may include the same information. If the information is embedded in the documents and there is a change then multiple documents need to be modified. The purpose of a Master List is to centralize this information by referencing the information rather than embedding it in the documents. This allows the information to be updated in one place and the update reflected in all documents.5.1.1 Storage Location of Master ListsDetermining where to store Master Lists depends on the intended audience and the access level. If it is intended for your work group only, the Master List should be stored on your workgroup SharePoint site.

If it is intended for Self Help, the Master List should be stored on the Service Desk SharePoint site: http://coawss3a.coacd.org/sites/CTM/IMD/HD/KMESH/Forms/AllItems.aspx. 5.1.2 Examples of Master Lists Passwords: Secure list of systems passwords Vendor Contact Information: List of vendors contact information Customer List: List of customers supported

Standards List: List of standards within your workgroup

Tools List: List of tools used within your workgroup for development or monitoring Applications List: List of applications developed or supported Computer Server Names and IP Addresses: Secure list of server names or IP addresses Network Diagrams: Secure list of network diagrams for your application Data Flow Diagrams: Power Users or SME contacts: List of Power Users for your application Benefits List: List of benefits for services or activities being performed

Cost Lists: List of items and costs that are typical i.e., vmware, licensing, hardware, software

5.2 Referencing/Linking and Attaching Documents

Avoid rewriting vendor manuals or lengthy documents developed for your workgroup. Instead, create a KB document and attach or reference/link the information. For instructions on how to attach or reference/link the desired information, refer to the documentation: http://coamagic/helpdesk/default.asp - then click the Knowledge Tools tab and search for KME Doc ID: 1652.5.2.1 Storage Location of Attachments

Determining where to store attachments depends on the intended audience and the access level. If it is intended for your work group only, the attachment should be stored on your workgroup SharePoint site in the applicable library set-up with staff rights. If it is intended for CTM only, the attachment should be stored on your workgroup SharePoint site in the applicable document library set-up with read rights to CTM Employees. If it is intended for Self Help, the attachment should be stored on the Service Desk SharePoint site: http://coawss3a.coacd.org/sites/CTM/IMD/HD/KMESH/Forms/AllItems.aspx For a visual understanding of Storage Location of Attachments, refer to the documentation: http://coawss3a.coacd.org/sites/ITIL/Knowledge/Knowledge%20Management%20User%20Guides/KME%20Standards/KM%20Attachments.pdf5.2.2 Examples of Attachments Training Manuals

Installation Guides Lengthy documents

Detailed instructions with screenshots