Develop > Processes and Best Practices Guide > Knowledge Management Workflows > Contribute and Approve Knowledge Document (process ST 7.1)

Contribute and Approve Knowledge Document (process ST 7.1)

The Contribute and Approve Knowledge Document process starts with the submission of a KM document. You can contribute a knowledge document by authoring knowledge articles or using external documents that are uploaded into a knowledge base. You can use the rich-text editor to author documents, and you can add documents as attachments that can include images, text files, Word files, or PDFs.

  • The process begins when a contributor creates a new submission or revising an existing knowledge document. The contributor selects a documentation type, enters basic details, selects a category type, and submits the draft for review by a Knowledge Analyst.
  • The analyst can edit, accept, or reject the document. If necessary, the document can be passed to a Knowledge Expert, who can also edit, accept, or reject it. The Knowledge Expert is typically a subject-matter expert with more in depth understand of a give topic and the ability to determine the accuracy and currency of the KM document.
  • The Knowledge Manager makes the final decision about whether to accept the document or return it for further revision. If the document meets all KM publication criteria, the Knowledge Manager accepts and publishes the document.

The Contribute And Approve KM Doc/Change Request Workflow is illustrated in the following figure:

Contribute And Approve Knowledge/Change Request Process

Process ID

Procedure or Decision

Description

Role

ST 7.1.1

Populate Knowledge details

Enter details of the Knowledge Submission into Service Manager. Suggestions for new or improved KM documents can be received from a number of areas including Incident and Problem Management. Go to ST 7.1.2 to select the appropriate Knowledge category.

Knowledge Contributor

ST 7.1.2

Select Knowledge category

Select the appropriate category from those available within Service Manager. Go to ST 7.1.3 to submit the Knowledge Submission.

Knowledge Contributor

ST 7.1.3

Submit for approval

Submit the Knowledge Submission for approval by the Knowledge team.

Go to ST 7.1.4 in order for the Knowledge Analyst to perform an initial review and check for duplicates.

Knowledge Contributor

ST 7.1.4

Initial review and duplicates check

The Knowledge Submission is reviewed to ensure all required information has been provided and in the correct format. A check is also done against other recent Knowledge Submissions to avoid duplication of effort. Go to ST 7.1.5 to determine whether to reject the Knowledge Submission.

Knowledge Analyst

ST 7.1.5

Reject Knowledge Submission?

The Knowledge Submission will be rejected if the Knowledge Analyst feels it is not valid or if it is a duplication of another existing proposal. If yes, go to ST 7.1.6 to inform the Knowledge Contributor of the reasons for rejection. If no, go to ST 7.1.7 to edit the Knowledge Submission.

Knowledge Analyst

ST 7.1.6

Retire Knowledge Submission and inform Contributor of reason(s)

Inform the Knowledge Contributor of the reasons for the Knowledge Submission being rejected. The ‘Contribute and Approve Knowledge’ process ends.

Knowledge Analyst

ST 7.1.7

Edit Knowledge Submission and notify Contributor

Add any comments / additional information to the Knowledge Submission ready for further review and approval, and notify the Knowledge Contributor. Go to ST 7.1.8 to determine whether an expert review is required.

Knowledge Analyst

ST 7.1.8

Expert Review Required?

Some Knowledge Submissions can be managed by the Knowledge team only. If the Knowledge Submission refers to a specialised area, an expert will be asked to review and approve it. If yes, go to ST 7.1.9 for the Knowledge Expert to review the Knowledge Submission. If no, go to ST 7.1.12 for the Knowledge Manager to perform a QA review.

Knowledge Analyst

ST 7.1.9

Perform Expert review

Review the Knowledge Submission. Go to ST 7.1.10 to determine whether to reject the Knowledge Submission.

Knowledge Expert

ST 7.1.10

Reject Knowledge Submission?

If the Knowledge Expert believes the Knowledge Submission is not valid, they can decide to reject it and provide reasons which will be provided to the Knowledge Contributor. If yes, go to ST 7.1.6 to inform the Knowledge Contributor of the rejection reason. If no, go to ST 7.1.11 to edit the Knowledge Submission.

Knowledge Expert

ST 7.1.11

Edit Knowledge Submission and notify Contributor

Add comments / additional information to the Knowledge Submission ready for further review and approval. Notify the Knowledge Contributor if any amendments have been made. Go to ST 7.1.12 in order for the Knowledge Manager to perform a QA review.

Knowledge Expert

ST 7.1.12

Perform QA Review

The Knowledge Manager performs a final review of the Knowledge Submission to ensure that it is consistent with the quality and format of the rest of the Knowledge Documents. Go to ST 7.1.13 to decide whether or not to approve the Knowledge Submission for publication.

Knowledge Manager

ST 7.1.13

Approve

Publication?

Once the Knowledge Manager is sure that the Knowledge Submission has had the necessary checks and approvals, they will decide whether or not to publish it. If yes, go to ST 7.1.14 to confirm the correct audience & dates for publication. If no, go to ST 7.1.6 for the Knowledge Analyst to inform the Knowledge Contributor of the rejection reason.

Knowledge Manager

ST 7.1.14

Confirm publication audience and dates

Confirm the appropriate audience for the Knowledge Submission and if there are any restrictions or deadlines associated with its publication. Go to ST 7.1.15 to publish.

Knowledge Manager

ST 7.1.15

Publish

Publish the Knowledge Submission to the Knowledge Base. The ‘Contribute and Approve Knowledge’ process ends.

Knowledge Manager

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