Knowledge Management FAQ (стр. 5 )

·  KCS I - Author and contribute knowledge documents.

·  KCS I - Editor Author knowledge documents and edit working copy documents in Change Management for those categories to which this profile has access.

·  KCS II - Author knowledge documents, contribute knowledge documents, and publish documents internally only.

·  KCS III - Author knowledge documents, contribute knowledge documents, and publish documents internally and externally.

·  KM ADMIN - Administer KM document security profiles, document types, document views, and document categories.

7.3 Question: Does the Knowledge Management module provide support for the stemming, pruning of stop words, and misspelling of words

Answer: Knowledge Management uses stemming. Stemming enables the user to find the variants of a term, while reducing the size of the index file. Because single stems typically correspond to several full terms, storing stems instead of full terms enables a compression factor of over 50 percent.

A stop-word list is a list of terms ignored when the search engine searches or in indexes. Typically, stop-word lists include short and common words (such as a, an, and the in English), but they may also include longer words such as long number strings, or possibly words that are too common to be useful as search targets (such as the term Internet in a Knowledgebase consisting entirely of documents related to the Internet). Stop words, such as “a”, “the”, and “is,” clutter a search with irrelevant words that do not help find correct solutions therefore stop words like this can easily be filtered out. Each language has their own stopword list and they vary language to language. ServiceCenter Knowledge Management supports pruning of stop words.

Spell check is available in the editor before you publish or while editing a document. If you misspell a word in searching for something, it may not find what you are looking for as it does not retrieve based on what it thinks you might like to see for results but reports on actual results and the relevancy of these results related to the search term itself.

7.4 Question: Does the Knowledge Management module provide the ability to count how many times the users were able to solve problems using the knowledgebase?

Answer: ServiceCenter includes the following reports meant for out-of-box use or customization by your administrator:

·  Knowledge Management Participation (Management Employee Business User) - Describes the number of times Knowledge Management was used to resolve an incident, viewed but required updating prior to usage, or not available and needed to be created.

·  Knowledge Management Return on Investment (Management Business User) - Used to track return on investment of the Knowledge Management System. Key indicators are first contact resolution, first level resolution, and service Cost per resolved issue.

·  Knowledge Management Return on Investment (Management Administrator Business User) - Used to track the use of the Knowledge Management System by Self Service Users. Key indicators include the total number of web visits and the total number of web users.

·  Knowledge Management Demand Driven Self-Service (Management Administrator Business User) - Determines the effectiveness of the Knowledge Management System at answering the demands of the Self Service User. Key indicators include the number of times an article is viewed versus the number of times the article is actually used The final chart indicates the gap between these indicators. Large gaps could indicate that KMS searches need to be optimized or that modifications to the article are necessary.

·  Knowledge Management Value (Management Business User) - Tracks issues resolved by users and the number of times the user used the Knowledge Management application to resolve the issue. This report can be sorted by groups. Data can be retrieved by employees.

·  Knowledge Management Monitoring (Management Administrator Business User) - Describes the number of knowledge articles created over a specified time period.

·  Closed Incidents by Knowledge and Operator (Management Administrator Business User) - Tracks all incidents closed over a specified time period. Incidents can be grouped by operator or incidents that required Knowledge Management.

·  Knowledge Contribution by Operator (Management Business User) - Similar to the Knowledge Management Monitoring Report but adds the ability o specify articles created by specific operators.

7.5 Question: Does the Knowledge Management module provide security according to defined user roles (access levels to content, document approvals, authoring, etc.)?

Answer: Yes. ServiceCenter Knowledge Management provides a security model that can be privilege assigned by role or by person. Administrators can further define best practice by assigning roles or users to certain categories or category trees.

7.6 Question: Do you have the ability to make certain fields in the knowledge article template mandatory?

Answer: ServiceCenter allows administrators to define mandatory fields on knowledge article templates (this is base ServiceCenter functionality).

7.7 Question: Is workflow included with the HP ServiceCenter Knowledge Management solution?

Answer: Yes and no. the workflow in Service Manager is all done through the change management module and KM is a change category. Without this added functionality, users can use a doc queue and use document status as a way to manage workflow. Change management has a lot of formality built in for various approval types and roles and it can be easily varied or changed with out programming knowledge. Knowledge Management provides a document workflow that controls document creation and approval. It provides document status information and controls changing documents and retiring documents.

ServiceCenter Knowledge Management Workflow Details:

ServiceCenter automatically creates a change request for a knowledge document when the document is submitted for approval or when someone creates a working copy of an approved document. In some cases, when the resolution of an incident or interaction is used frequently it generates a change request to make the resolution into a knowledge document.

In the Change Queue, the change coordinator can initiate the following changes:

·  Make any required changes to the document.

·  Assign the document to a member of the document group for the document category or subcategory and move the request to the next phase.

·  Approve the document immediately.

·  Retire the document associated with the change request.

Other approval requirements can be defined to meet any organizations requirements.

7.8 Question: What modules will ServiceCenter Knowledge Management integrate with?

Answer: ServiceCenter Knowledge Management integrates with interaction, incident, and problem management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem. Users can also use this integration with interactions, incidents, and problems to create new knowledge

7.9 Question: What type of Administration is available within the HP ServiceCenter Knowledge Management module?

Answer: Knowledge Management administration provides Knowledge Management Administrators (KM Admin) with the capability to manage document categories, document groups, and user profiles so that users have access to the documents they need to view and maintain while at the same time limiting access to only those documents that are appropriate for particular groups of users and categories of documents. Knowledge Management also provides KM Admins with document types and document views to manage the amount and type of data displayed in knowledge documents. The out-of-box system provides the standard document types (error message/cause, question/answer, problem/solution, external, and reference).

7.10 Question: If I implement KM, would it require an additional Apps Server?

Answer: You can use any app server you have as long as it is a supported app server on our compatibility matrix.

7.11 Question: What type of user interface does the Knowledge Management module provide?

Answer: ServiceCenter provides Windows and Web clients, a simple graphical user interface that allows users to access functionality and data with a few clicks, along with administrator access to tools required to maintain and tailor the Knowledge Management module.

7.12 Question: Does the Knowledge Management module enable rapid deployment of new users and administration of existing users?

Answer: ServiceCenter provides native tools that allow administrators to manage Knowledge Management user profiles, assign profiles to knowledge management workers, define and manage knowledge categories, as well as manage and grant access to categories.

7.13 Question: Does the Knowledge Management module have support for a customer self-service portal where a customer may access Knowledge Base articles and FAQs, submit and update requests, and monitor the status of their requests?

Answer: ServiceCenter provides a named self-service user community just for the purpose of searching for help (views externally published documents), submitting tickets if the search does not provide the right information and the ability to provide feedback on the solutions these end users see so future documentation is more targeted. It is a web-based, self-service interface with a self-registration mechanism.

7.14 Question: Can users find FAQs and the solutions to common incidents and avoid contact with the service desk?

Answer: Yes. KM Administrators can make knowledge articles, including FAQs, how-to articles, and solutions to common service requests and incidents, available to end users through ServiceCenter’s self-service interface.

7.15 Question: Does the Knowledge Management module enable rapid configuration of standard capabilities to accommodate unique needs of environment

Answer: Out-of-box, ServiceCenter Knowledge Management is based on Knowledge Centered Support (KCS) concepts, including user roles, workflows, approvals, etc. These can be tailored with tools included in the Knowledge Management module to meet your needs.

8.0 Workflow

Question: Does the Knowledge Management module support a resolution process related to contested document information?

Answer: Documents are only available to the user that is editing them. Therefore, no contested information arises.

Question: Does the Knowledge Management module include a rules engine for the purpose of defining event triggers?

Answer: ServiceCenter allows administrators to define business rules, workflows, notifications, etc., with events, dates/times, or data entry. Out-of-box workflows are associated with knowledgebase articles (such as editorial and approval workflows), and new workflows can be created and associated with specific triggers.

Question: Does the Knowledge Management module support work flow queues that depict the status of content under development by the current assigned party?

Answer: ServiceCenter Knowledge Management provides out-of-box workflow for the development and approval of new knowledgebase content, as well as revision of existing documents; the workflow is tied to and implemented through ServiceCenter’s Change Management module for ITIL consistency. Each document under development or revision will have a corresponding Change document that depicts the current status of the document, including approvals, routing for review, etc.

 

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