Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
24 Cards in this Set
- Front
- Back
|
2.1 Model
2.1.1 Identify the three components that KCS processes are organized into. |
KCS processes are organized into three components:
1. Knowledge 2. Solve Loop 3. Evolve Loop |
|
|
2.2 Knowledge
2.2.1 Identify the core concepts of KCS. |
The core concepts of KCS are:
* "Content is King" * Seek to create findable, usable, and timely solutions in the problem solving workflow * Solutions are in the context of the target audience * Solutions improve over time based on demand and usage * Everyone must take responsibility for the content they interact with * Knowledge is not perfect and is never complete |
|
|
2.2 Knowledge
2.2.2 Identify the people/groups who contribute to knowledge. |
The following people/groups contribute to knowledge:
* Customer- describes the problem and the environment * Analyst- provides the cause, if appropriate, and the resolution * The Organization- maintains knowledge about the knowledge, such as reuse, create date, last modified date, incidents resolved, and contributors |
|
|
2.3 Solve Loop
2.3.1 Explain the Solve Loop. |
The Solve Loop encompasses those activities that are performed by the analyst on a transactional basis, such as problem solving.
Characteristics of the Solve Loop include: * Individual workflows, driven by the problem-solving process * Transactional (i.e., routine tasks of the analyst, such as problem solving and incident management) |
|
|
2.3 Solve Loop
2.3.2 Identify the four processes in the Solve Loop. |
The four processes in the Solve Loop are:
1. Capture in the workflow 2. Structure for reuse 3. Searching is creating 4. Just-in-time solution quality |
|
|
2.4 Evolve Loop
2.4.1 Explain the Evolve Loop. |
The Evolve Loop encompasses the processes and policies that govern and promote the tasks of the Solve Loop. It is the organization's responsibilities to evolve maturity.
Characteristics of the Evolve Loop include: * Organizational-level processes that occur across a collection of events (Solve Loop) or content * Systemic (i.e., processes and policies that are implemented to enable the transactional activities) |
|
|
2.4 Evolve Loop
2.4.2 Identify the four processes in the Evolve Loop. |
The four processes within the Evolve Loop are:
1. Workflow 2. Content Vitality 3. Performance Assessment 4. Leadership |
|
|
2.5 Capture in the Workflow (Solve Loop)
2.5.1Define Capture in the Workflow. |
Capture in the Workflow is:
* Knowledge that is captured as a by-product of problem solving * Content that is captured in the customer's context * Information that is captured about the environment * Tacit knowledge that is captured and becomes explicit-you don't know what you know until someone asks * The concept of search early, search often * The concept of searching the knowledge base before you add |
|
|
2.5 Capture in the Workflow (Solve Loop)
2.5.2 Explain the benefits of Capture in the Workflow. |
The benefits of Capture in the Workflow include:
* Content is in the customer's context * Improves findable solutions * Context is captured appropriately * Context can only be captured at the point of interaction |
|
|
2.6 Structure for Reuse (Solve Loop)
2.6.1 Define the concepts of Structure for Reuse. |
Structure for Reuse is:
* Using a simple template or form for capturing and organizing content into knowledge; a sample structure includes: 1. Problem/question 2. Environment 3. Resolution/answer 4. Cause * Using complete thoughts are a more appropriate way to capture knowledge in the problem and environment fields, rather than using complete sentences. |
|
|
2.6 Structure for Reuse (Solve Loop)
2.6.2 List the benefits of Structure for Reuse. |
The benefits of Structure for Reuse include:
* Providing context for the content * Improving readability * Promoting consistency and quality |
|
|
2.7 Searching is Creating (Solve Loop)
2.7.1 Explain the concepts of Searching is Creating. |
The concepts of Searching is Creating include:
* Content used for searching is saved and becomes the beginning of a new solution in the event a solution does not already exist * The problem and environment frame a solution * A resolution is added when it is found * If a solution is found after the initial search, it can be enhanced with new context * The framed solution is valuable and can promote collaboration * Search early and search often to reduce duplicates |
|
|
2.7 Searching is Creating (Solve Loop)
2.7.2 List the benefits of Searching is Creating. |
The benefits of Searching is Creating include:
* Adds additional customer context * Determines if the problem has already been solved * Determines if someone else is working on the same or similar problem |
|
|
2.8 Just-in-Time Solution Quality (Solve Loop)
2.8.1 Define the concepts of Just-In-Time Solution Quality |
The concepts of Just-in-Time Solution Quality include:
* It is a demand-driven solution review that focuses on the solutions being used-80% of solutions may never be reused * To review every solution is a waste of time and money * Modify solutions based on usage for continuous knowledge improvement * UFFA-Use It, Flag It, Fix It, Add It * Content is validated through use * Solutions migrate to new audience is based on demand * Licensed users can modify/improve existing solutions and change visibility of solutions |
|
|
2.8 Just-in-Time Solution Quality (Solve Loop)
2.8.2 Identify the benefits of Just-In-Time Solution Quality. |
The benefits of Just-in-Time Solution Quality include:
* Continuous improvement of the quality of solutions * Time is saved by only spending time on solutions that are being used * Knowledge is available immediately for reuse * The knowledge engineering process that delays knowledge availability is eliminated * Shared ownership of the knowledge base |
|
|
2.9 Workflow (Evolve Loop)
2.9.1 Define Workflow. |
Workflow:
* Is structured problem solving (seek to understand before seeking to solve) * Is a seamless process-tight integration between incident management and knowledge management systems * Must be defined and continue to evolve-best practice feedback is used for continuous improvement to the process * Is the interaction of the knowledge base and solution creation that are integrated with problem solving |
|
|
2.9 Workflow (Evolve Loop)
2.9.2 Identify the benefits of Workflow. |
The benefits of Workflow include:
* Efficiency of process * Solve problems faster using the captured experiences of the entire support organization * Minimizes rework |
|
|
2.9 Workflow (Evolve Loop)
2.9.3 List the tool requirements needed to support the Workflow. |
The tool requirements needed to support the Workflow are:
* The tools must function at the speed of conversation * The integration of tools (e.g., knowledge management with incident management) is required to obtain the effectiveness and efficiencies |
|
|
2.10 Content Vitality (Evolve Loop)
2.10.1 Define the components of Content Vitality. |
Components of Content Vitality include:
* A content standard tailored to the environment. Some components of the content stardard are: - Style Guide - Knowledge Structures - Quality Criteria - Examples of Good and Bad Solutions * Life cycle of solutions- the set of solution states, such as Draft, Approved, and Published * Visibility Matrix- not everyone can see or modify everything * Knowledge Monitoring- random sampling and scoring of solutions and feedback to individuals |
|
|
2.10 Content Vitality (Evolve Loop)
2.10.2 List the benefits of Content Vitality. |
The benefits of Content Vitality include:
* Quality solutions are developed-quality is defined as findable and usable * Solutions are migrated to new audiences based on demand in a timely manner * Analysts skills are improved through regular feedback |
|
|
2.11 Performance Assessment (Evolve Loop)
2.11.1 Define the concepts of Performance Assessment |
Performance Assessment includes:
* Developing a KCS competency model (proficiency license) * Implementation of feedback systems * Integrating subjective and objective measures * Shifting performance measures from individual and activity-focused to team and value-creation measurements. * Defining a rewards and recognition program * Building a reputable model based on patterns of feedback from customers and other users * Measuring both results and leading (activity) metrics * Goals are only set on objectives (results) |
|
|
2.11 Performance Assessment (Evolve Loop)
2.11.2 Explain the benefits of Performance Assessment. |
The benefits of Performance Assessment drives desired behaviors. Value is derived from knowledge, relationships, and influence.
|
|
|
2.12 Leadership (Evolve Loop)
2.12.1 Define Leadership. |
Leadership is:
* Creating a vision and communication plan * Defining organizational purpose and objectives: - Setting the context for boundaries - Defining success * Modeling behaviors through attention and behavior * Supporting and encouraging good performance, while dealing with inadequate performance * Engaging the people doing the work to figure out how best to get it done |
|
|
2.12 Leadership (Evolve Loop)
2.12.2 Identify the benefits of Leadership. |
The benefits of Leadership include:
* Clear goals are communicated * Greater participation by all involved * Those being led are willing to take risks * Employees are willing to buy in to the initiative * Employees are motivated to support the change |
