[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-detail-242350-en":53,"doc-seo-242350-105":76},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":5,"data":54},{"doc_id":55,"user_id":56,"nickname":57,"user_avatar":58,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":60,"doc_content":61,"file_id":62,"file_url":63,"file_type":64,"file_size":65,"view_count":66,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":67,"language":68,"language_code":69,"site_id":70,"html_lang":69,"table_of_contents":71,"faqs":72,"seo_title":73,"seo_description":60,"update_tm":74,"read_time":75},242350,962084926284,"Aria Callaghan","https://ap-avatar.wpscdn.com/davatar_29158cc5080c5b710cf443261637dec0","Knowledge Management ITIL Detailed Design Plan","Detailed design plan for the CWDS Knowledge Management (KM) process aligned to the ITIL framework. Defines end-to-end workflows across knowledge planning, management, publication, SKMS governance, and management reporting, including RACI matrices and procedure/work-instruction descriptions. Specifies each procedure’s purpose, policy statements, inputs, step-by-step activities, outputs, audit/controls, and metrics. Includes assumptions, constraints, risks, strategy, plus appendices covering high-level roles and responsibilities and ITIL acronyms and governance control concepts.","CWDS  \nKnowledge Management ITIL Detailed Design  \nCreated by:  \nProject Name: CWDS Service Desk Support Services  \nDocument ID: Knowledge Management Detailed Design.docx  \nVersion: 1.0  \nIssue Date: 01/22/2018  \nRevision History  \n\n| Date | Version | Description | Author |\n| --- | --- | --- | --- |\n| 27-Dec-17 | 1.0 | Knowledge Management ITIL Detailed Design Plan | Jim McKennan |\n|  |  |  |  |\n|  |  |  |  |\n|  |  |  |  |\n\nApprovals  \n\n| Approver Name | Department/Role | Signature | Date |\n| --- | --- | --- | --- |\n|  |  |  |  |\n|  |  |  |  |\n|  |  |  |  |\n|  |  |  |  |\n\nTable of Contents  \n1. Introduction 5  \n1.1. Purpose 5  \n1.2. Scope 5  \n1.3. Referenced Documents 5  \n2. Activity 1.0 – Knowledge Planning & Management 6  \n2.1. RACI Matrix 7  \n2.2. Procedure Descriptions 8  \n3. Activity 2.0 – Manage Data, Information & Knowledge 14  \n3.1. RACI Matrix 15  \n3.2. Procedure Descriptions 16  \n4. Activity 3.0 – Publish Knowledge 21  \n4.1. RACI Matrix 22  \n4.2. Procedure Descriptions 23  \n5. Activity 4.0 – Manage SKMS 27  \n5.1. RACI Matrix 28  \n5.2. Procedure Descriptions 29  \n6. Activity 5.0 – Management Information & Reporting 32  \n6.1. RACI Matrix 33  \n6.2. Procedure Descriptions 34  \n7. Assumptions, Constraints, Risks and Strategy/Procedures 38  \n7.1. Assumptions 38  \n7.2. Constraints 38  \n7.3. Potential Risks 38  \n7.4. Strategy/Procedures 38  \nAppendix A 39  \nKnowledge Management High Level Roles & Responsibilities 39  \nAppendix B 41  \nITIL Acronyms and Glossary 41  \nAcronyms list 41  \nDefinitions list 42  \nAppendix C 70  \nOSI Governance and Control 70  \n1. Introduction  \nThe purpose of this document is to provide a detailed design of the CWDS Knowledge Management (KM) process. It includes the detailed workflows, RACI (Responsible, Accountable, Consulted and Informed) matrices and procedure definitions for managing the KM process.  \nThe content within this document is based on the ITIL® framework 1.  \nThe following sections provide a detailed view of the CWDS Knowledge Management process. Each section contains a detailed process flow diagram, showing the procedure order, a RACI table and detailed procedure descriptions.  \nThe procedure descriptions include title, purpose, policy statement, input, procedure or work instruction steps, output, audit/controls and metrics. This Detailed Design is largely beyond the scope ofthe ITIL Service Lifecycle books; however, it builds on the Knowledge Management High Level Design which follows ITIL1 best practices.  \n1.1.Purpose  \nThe purpose of the Knowledge Management (KM) Process is to share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve OSI efficiency by reducing the need to rediscover knowledge.  \nThe key objectives ofKM are to:  \n􀁸 Improve the quality of management decision-making by ensuring that reliable and secure knowledge, information and data is available throughout the service lifecycle.  \n􀁸 Improve efficiency and quality of service.  \n􀁸 Increase user satisfaction and reduce cost.  \n􀁸 Ensure that staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the use of those services.  \n􀁸 Maintain a Service Knowledge Management System (SKMS) that provides controlled access to knowledge, information and data that is appropriate for each audience.  \n􀁸 Gather, analyze, store, share use and maintain knowledge, information and data throughout OSI.  \n1.2.Scope  \nKM is a whole (ITIL) lifecycle-wide process that is relevant to all lifecycle stages and processes. KM includes oversight of the management of knowledge and the information and data from which that knowledge derives.  \n1.3.Referenced Documents  \nITIL Service Strategy 2011 Edition; ITIL Service Design 2011 Edition; ITIL Service Transition 2011 Edition; ITIL Service Operation 2011 Edition; ITIL Continual Service Improvement 2011 ","cbCailms0HltB0YH","https://ap.wps.com/l/cbCailms0HltB0YH","pdf",1113666,13,73,"English","en",105,"# Introduction\n## Purpose\n## Scope\n## Referenced Documents\n# Activity 1.0 – Knowledge Planning & Management\n## RACI Matrix\n## Procedure Descriptions\n# Activity 2.0 – Manage Data, Information & Knowledge\n## RACI Matrix\n## Procedure Descriptions\n# Activity 3.0 – Publish Knowledge\n## RACI Matrix\n## Procedure Descriptions\n# Activity 4.0 – Manage SKMS\n## RACI Matrix\n## Procedure Descriptions\n# Activity 5.0 – Management Information & Reporting\n## RACI Matrix\n## Procedure Descriptions\n# Assumptions, Constraints, Risks and Strategy/Procedures\n## Assumptions\n## Constraints\n## Potential Risks\n## Strategy/Procedures\n# Appendix A\n## Knowledge Management High Level Roles & Responsibilities\n# Appendix B\n## ITIL Acronyms and Glossary\n# Appendix C\n## OSI Governance and Control","[{\"question\":\"What is the purpose of the CWDS Knowledge Management (KM) process?\",\"answer\":\"It enables perspectives, ideas, experience, and information to be available in the right place at the right time for informed decisions, while improving OSI efficiency by reducing the need to rediscover knowledge.\"},{\"question\":\"What does the KM process design include in each procedure?\",\"answer\":\"Each procedure description covers a title, purpose, policy statement, inputs, step-by-step procedure/work instructions, outputs, audit/controls, and metrics.\"},{\"question\":\"How does the document define responsibility and involvement?\",\"answer\":\"It provides RACI matrices mapping roles to process activities, using Responsible (R), Accountable (A), Consulted (C), and Informed (I) assignments.\"}]","Knowledge Management ITIL Detailed Design Plan | PDF",1789189489,26,{"code":4,"msg":77,"data":78},"ok",{"site_id":70,"language":69,"slug":79,"title":59,"keywords":80,"description":60,"schema_data":81,"social_meta":137,"head_meta":139,"extra_data":141,"updated_unix":142},"knowledge-management-itil-detailed-design-plan","",{"@graph":82,"@context":136},[83,99,119],{"@type":84,"itemListElement":85},"BreadcrumbList",[86,90,93,96],{"item":87,"name":88,"@type":89,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":91,"name":10,"@type":89,"position":92},"https://docshare.wps.com/template/",2,{"item":94,"name":11,"@type":89,"position":95},"https://docshare.wps.com/template/presentations/",3,{"item":97,"name":59,"@type":89,"position":98},"https://docshare.wps.com/template/knowledge-management-itil-detailed-design-plan/242350/",4,{"url":97,"name":59,"@type":100,"image":101,"author":106,"headline":59,"publisher":108,"fileFormat":111,"inLanguage":69,"description":60,"dateModified":112,"datePublished":113,"encodingFormat":111,"isAccessibleForFree":114,"interactionStatistic":115},"DigitalDocument",{"url":102,"@type":103,"width":104,"height":105},"https://docshare.wps.com/thumbnails/knowledge-management-itil-detailed-design-plan/242350.png","ImageObject",442,249,{"name":57,"@type":107},"Person",{"url":87,"name":109,"@type":110},"DocShare","Organization","application/pdf","2026-10-11","2026-09-12",true,{"@type":116,"interactionType":117,"userInteractionCount":9},"InteractionCounter",{"@type":118},"ViewAction",{"@type":120,"mainEntity":121},"FAQPage",[122,128,132],{"name":123,"@type":124,"acceptedAnswer":125},"What is the purpose of the CWDS Knowledge Management (KM) process?","Question",{"text":126,"@type":127},"It enables perspectives, ideas, experience, and information to be available in the right place at the right time for informed decisions, while improving OSI efficiency by reducing the need to rediscover knowledge.","Answer",{"name":129,"@type":124,"acceptedAnswer":130},"What does the KM process design include in each procedure?",{"text":131,"@type":127},"Each procedure description covers a title, purpose, policy statement, inputs, step-by-step procedure/work instructions, outputs, audit/controls, and metrics.",{"name":133,"@type":124,"acceptedAnswer":134},"How does the document define responsibility and involvement?",{"text":135,"@type":127},"It provides RACI matrices mapping roles to process activities, using Responsible (R), Accountable (A), Consulted (C), and Informed (I) assignments.","https://schema.org",{"og:url":97,"og:type":138,"og:title":59,"og:site_name":109,"og:description":60},"article",{"robots":140,"canonical":97},"index,follow",{"doc_id":55,"site_id":70},1791714735]