Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Develop > Processes and Best Practices Guide > Knowledge Management Workflows > Maintain and Continually Improve Knowledge (Process ST 7.3)

Maintain and Continually Improve Knowledge (Process ST 7.3)

The Maintain And Continually Improve Knowledge process:

Records the details of new knowledge (documents)
Updates existing knowledge (documents) where there is any inaccuracy or incompleteness
Removes obsolete knowledge (documents)

The process is performed by the Knowledge Contributor, Knowledge Analyst, Knowledge Expert, or Knowledge Manager.

Details for this process can be seen in the following figure and table.

The Maintain and Continually Improve Knowledge Workflow is illustrated in the following figure:

Maintain and Continually Approve Knowledge
Process ID	Procedure or Decision	Description	Role
ST 7.3.1	Produce / distribute KM reports	Produce and distribute KM reports to the Knowledge Manager. Go to ST 7.3.2 for the Knowledge Manager to review the KM reports.	Knowledge Analyst
ST 7.3.2	Review KM reports	Review the reports for any issues with the tool or process. Go to ST 7.3.3 to determine required actions.	Knowledge Manager
ST 7.3.3	Actions required?	Identify whether any additional actions need to be taken. If yes, go to ST 7.3.4 to co-ordinate / perform actions. If no, the ‘Maintain and Continually Improve Knowledge’ process ends.	Knowledge Manager
ST 7.3.4	Co-ordinate / perform actions	Review the identified actions and resolve any that do not need Knowledge Contributor or Knowledge Expert involvement. Go to ST 7.3.5 to determine whether action is required by the Knowledge Contributor.	Knowledge Analyst
ST 7.3.5	Contributor action required?	If yes, go to ST 7.3.6 for the Knowledge Contributor to perform the required actions. If no, go to ST 7.3.7 to determine whether action is required by a Knowledge Expert.	Knowledge Analyst
ST 7.3.6	Perform required actions	Implement appropriate actions to resolve the issue identified in the KM report. Go to ST 7.3.7 to determine whether action is required by a Knowledge Expert.	Knowledge Contributor
ST 7.3.7	Expert action required?	If yes, go to ST 7.3.8 for the Knowledge Expert to perform the required actions. If no, go to ST 7.3.9 to determine whether to revise the Knowledge Document.	Knowledge Analyst
ST 7.3.8	Perform required actions	Implement appropriate actions to resolve the issue identified in the KM report. Go to ST 7.3.9 to determine whether to revise the Knowledge Document.	Knowledge Expert
ST 7.3.9	Revise Knowledge Document?	If yes, go to ST 7.1.1 for the Knowledge Contributor to populate Knowledge details. Note: The Knowledge Analyst is the Knowledge Contributors role in this scenario. If no, go to ST 7.3.10 to determine whether to retire the Knowledge Document.	Knowledge Analyst
ST 7.3.10	Archive Knowledge Document?	If yes, go to ST 7.3.11 to retire the Knowledge Document. If no, go to ST 7.3.12 to report on progress against actions.	Knowledge Analyst
ST 7.3.11	Retire Knowledge Document	Archive the Knowledge Document in order for it to be no longer available in searches of the Knowledge Base. Go to ST 7.3.12 to report on progress.	Knowledge Analyst
ST 7.3.12	Report on progress	Provide the Knowledge Manager with a progress report on any outstanding actions. Go to ST 7.3.13 in order for the Knowledge Manager to review progress/success.	Knowledge Analyst
ST 7.3.13	Review progress/success	Review progress on actions identified and determine whether any additional actions are required. Go to ST 7.3.3 determine whether additional actions are required.	Knowledge Manager

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