- 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 |