sop - twm - knowledge management_v1

8/11/2019 SOP - TWM - Knowledge Management_v1

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Standard Operating Procedure:

Knowledge Management

Prepared for: Synergycentric Sdn. Bhd.

Prepared by: TWM IT Outsourcing Project Transition Team

Date: stOctober !"#

$ersion:

Standard Operating

Procedure (SOP)

TWM KnowledgeManagement


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Knowledge Management Release 1 1stOctober 2014

Release and Revision Record

"he following information is being used to control and track modi#cations made to

the document.

Revision Date Section(s)

Version

PageNumber(

s)

Summary of Changes(s)

$st%ctober &'$ ll $ $$ *nitial +raft

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Document Control

Author bdul a#- rin

File Name &/01&2//.doc

Created $st%ctober &'$

ast !dited $st%ctober &'$

D"S#R"$%#"&N

$. Synergycentric Sdn. Bhd.

#' "# &%#S&%RC"N PR&*!C# #RANS"#"&N #!A

bdul a#- rin

Service ssurance Specialist

3ee Boon 4hong

Service +elivery 5anager

PR!PAR!D $+ R!V"!'!D $+

S+N!R+C!N#R"C SDN, $-D,

3ee Boon 4hongService +elivery 5anager

ACC!P#!D $+

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T!"# O$ CO%T#%T

., "N#!N#"&N&F#-!S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

.,. "ntention of the S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

0, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

0,. Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

2,. Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

3, Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5

3,. Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,56, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,7

6,. Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,7

8, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,..

8,. References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,..

/, &ther S&P9 document9 la:s and rules to consider,,,,,,,,,,,,.0

/,. &ther S&P9 document9 la:s and rules to consider,,,,,,,.0

5, ;ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.0

5,. ;ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.0

7, #raining < "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.0

7,. #raining < "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.0

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"&ST O$ T!"#

NA$!&FF"%R!S!N#R"!SF&%ND,

"&ST O$ $&'R#

Figure .= ;no:ledge anagement Process..........................................2

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.,., "ntention of the S&P"ntention of the S&P

.,."ntention of the S&P

"he intention of this S%6 is to describe 7nowledge 5anagement processpracticed in "W5. 7nowledge 5anagement is intended to gather, analy-e,

store, and share knowledge and information within "W5.

0,0, Princi1lesPrinci1les

0,.Princi1les

"he goal of the 7nowledge 5anagement process is to provide and enable

"W5 to leverage knowledge and in turn improve productivity and eciency.

"his will help to improve eciency by reducing the need to rediscover

knowledge and to allow end8users to self8retrieve information readily

available without dependencies to Service +esk.

2,2, Res1onsibilitiesRes1onsibilities

2,.Res1onsibilities

!nd %sers

Self8retrieve information readily available on 3aman7ita

9ollow the instruction given

:esolve problem using the guide published

"ncident anagement #eam

;ather, analy-e, store and share incidents into knowledge

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6rovide solutions either permanent or interim

6rovide most8common problem with the solution

6ost the #ndings into the knowledge base database

Problem anagement #eam

;ather, analy-e, store and share problems into knowledge

Work on the interim solution to a permanent solution


Change anagement #eam

;ather, analy-e, store and share the change release into knowledge


3,3, Re4uirementsRe4uirements

3,.Re4uirements

7nowledge management software or knowledge base software is re


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"his chapter describes in detail the processes involved, re


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., %1date ;no:ledge Database from "ncident anagement

*ncident 5anagement team updates the knowledge database

0, %1date ;no:ledge Database from Problem anagement

6roblem 5anagement team updates the knowledge database

2, onthly ;no:ledge Database Revie:

7nowledge +atabase team will review the knowledge databasewhich input from *ncident = 6roblem 5anagement team on monthly

basis

3, Signi>cant Ne: ;no:ledge

7nowledge 5anagement team will validate if the knowledge is a

new

*f there is no new signi#cant knowledge, 7nowledge 5anagement

team proceed to update the knowledge database

*f there is a signi#cant new knowledge, verify if the knowledge is

applicable for user

6, ;no:ledge for %ser

*f there is no applicable knowledge for user, 7nowledge

5anagement team proceed to updates the knowledge database

*f there is an applicable knowledge for user, 7nowledge

5anagement team will publish to 6ortal

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8, Format ;no:ledge for Portal

7nowledge 5anagement team format the knowledge to be updates

to the 6ortal

/, %1date ;no:ledge Database

7nowledge management team updates the knowledge information

into knowledge database

"he cycle continues by 7nowledge 5anagement team to review the

knowledge database on monthly basis

8,8, ReferencesReferences

8,.References

"he input for the development of this document is as follow>

*" *nfrastructure 3ibrary (*"*3) references

"W5 *" 6rocess Baseline ssessment :eport

"he output for the development of this document is as follow>

Standard %perating 6rocedure, 7nowledge 5anagement

/,/, &ther S&P9 document9 la:s and rules to consider&ther S&P9 document9 la:s and rules to consider

/,.&ther S&P9 document9 la:s and rules to consider

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Standard %perating 6rocedure, *ncident 5anagement

Standard %perating 6rocedure, 6roblem 5anagement

Standard %perating 6rocedure, 4hange 5anagement

5,5, ;ey %sers;ey %sers

5,.;ey %sers

Synergycentric Service +esk

Synergycentric *ncident 5anagement "eam

Synergycentric 6roblem 5anagement "eam

Synergycentric 4hange 5anagement "eam

Synergycentric 7nowledge 5anagement "eam

7,7, #raining < "m1lementation Plan#raining < "m1lementation Plan

7,.#raining < "m1lementation Plan

7ey users listed in 4hapter 0 needs to be briefed on the procedures.

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sop - twm - knowledge management_v1

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