Knowledge: Expectations for Standard Knowledge Activities

  • The Knowledge Base is the primary source for how-to content vetted by the IT community.
  • Knowledge is managed by the Owner. 

Expectations by Job Role

R = Responsible for doing the task

A = Accountable for making sure the task gets done and meets established standards

C = Consulted

Drafters Group Knowledge Editors Global Knowledge Editors KCS Coaches

General Knowledge Activities

       

Help users understand/use public articles

  R

  R

  R/C

  A

Use articles in conjunction with incident models

  R

  R

  R/C

  A

Provide feedback on articles

  R

  R

  R/C

  A

Suggest new articles 

  R

  R

  R/C

  A

Draft new articles

  R

  R

  R/C

  A

Creating and Editing Knowledge

       

Create new articles

 

  R

  R/C

  A

Edit for readability and accuracy

 

  R

  R/C

  A

Review articles to be approved

 

  R

  R/C

  A

Approve articles

 

  R

  R/C

  A

Handle feedback on articles

 

  R

  R/C

  A

Coordinate knowledge across stakeholders

 

  R

  R/C

  A

Suggest use of knowledge on public web pages

 

  R

  R/C

  A

Publishing Knowledge

       

Evaluate appropriateness for a public audience

   

  R/C

  A

Edit for a public audience

   

  R/C

  A

Publish articles

   

  R/C

  A