Home > Retired: KCS Practices Guide v5.3 > Appendix A - KCS v5.3 update summary

Appendix A - KCS v5.3 update summary

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Appendix A - KCS v5.3 update summary

Topics

Page number

Introduction/Summary/General

Removed references to A loop and B loop

12

Removed reference to KCS Operational Model doc and added reference to KCS Adoption Guide.  Updated Certification programs: deleted Manager and added Practices v5, Verified and Aligned tools.  Changed link for the KCS Verified program.

9

KCS and ITIL

8

Capture

Capture Knowledge in the Moment it Becomes Explicit

16

Added Capture Technique 4: Search Words are Candidate Knowledge

19

Structure

Renamed Structure Technique 1 from "Keep It Simple" to "Utilize Simple Template"

20

Reuse

When to cite (reuse) and when to write.  Added example.

28, 29

Content Health

 

Managing WIP articles

47

Replaced "constipation" with "stagnation"

50

Checking the accuracy of articles linked to incidents

57

Added Internal Resolution and Cause Test fields

40-41

Added Compliance Review and Archive to the Article Life Cycle

41-47

Performance Assessment

Modified description of participation rate to not include non-relevant incidents and no incidents

122

Use of competencies: who updates and how often

101

Clarify who can edit published articles

44

Combined Radar Charts with Balanced Scorecard technique

126

Leadership and Communication

KCS Adoption Team reference added, phases of adoption

107

Appendix A.1 - KCS v5.1-5.2 update summary

Topics

Page number

Introduction/Summary/General

Renumbered the Phases of Adoption Phase 1 - Phase 4 (5.2)

Throughout

Added scenarios for capturing customer content (5.2)

17

Integrating Community Content (5.2)

39

   

Replaced "Solve-loop" with "Solve Loop" and "Evolve-loop" with "Evolve Loop"

Throughout

Replaced "good enough" with "sufficient" or "sufficient to solve"

Throughout

Replaced "coach" with "Coach" when referencing KCS Coach

Throughout

Replaced "Process and Integration" with "Process Integration"

Throughout

Replaced "just in time" with "just-in-time"

Throughout

   

Content

 

Linking multiple knowledge articles to a single incident

23

Appendix A.2 - KCS v5 update summary

Topics

Page number

Introduction/Summary/General

Replaced "solution" with "KCS article"

Throughout

Renamed the KCS Practices, new labels for the Solve Loop

Throughout

Listed the attributes of knowledge: we gain it from interaction, validate it through use, it is constantly changing, it is never 100% complete or 100% accurate

6-7

Strengthened the definition of a KCS article to include all types of issues

12

Added a glossary

Appendix B

Added updated version of the "metric matrix"

Appendix C

Content

Updated the discussion on knowledge assets; Article Content, People Profile Content (includes customers and partners - all the players in the network), Customer account profile, Customer install based info

10

Strengthened definitions of article states and add state transition examples.

39-44

Added linking to other types of content - not just KCS articles, criteria for when it makes sense (Is it in a maintained document, maintained repository)

When should content from other sources, user community, discussion forums etc. be added to the knowledge base.  Should the KB be a physical repository or a concept that encompasses all content that is maintained, searchable, indexed, and visible? (see survey results)

24

39

New section on search capability- add context/perspective on search

87-90

How to deal with legacy content

34-35

Discussion on dealing with duplicate articles, merging into the oldest article

29

Conveyor belt concept - opt in pre-release review opportunity - "article will be publish in 2 days" (training wheel options)

44

Discussion on Evolve Loop processes:

  • KDE Role
  • Review for archiving (considerations for archiving, age and reuse as part of the model)
  • Reviewing content
  • New vs. known methodology
  • Short head vs. long tail content analysis
  • Web gap analysis

103-105

34

25-26
65-70
58-59,63
64

Added Multi-language considerations - machine translation

35-36

Training content - just-in-time training through use of the KB

36

Updated the discussion on capture in the workflow (preserve context online (web) vs. context over phone)

18-19

Updated the discussion on customer feedback management, processing customer comments on articles

53-54

Workflow

Added discussion on collaboration, swarming Process integration technique - process and mechanisms

78-79

Content relevance guidelines

17-18

Updated the discussion on technology/user interface - added design criteria

78-84

Updated the discussion of environment characteristics - volume, complexity, level of redundancy of the work influences the user interface and workflow (e.g. quick click)

86

Added web success criteria/design considerations.

  • Context 
  • Timeliness
  • Navigation - choices on accessing content, no dead ends
  • Marketing - how to get customers to use it
  • Added reference ASP's Support Web site criteria

70-71

Added content quality discussion - Summarize the 5 KCS elements that contribute to quality articles

  • AQI
  • Licensing model/Coaching
  • Content standard
  • Broad and balanced performance assessment model
  • Flag it or fix it and reuse is review

48-49

Added thoughts on article value index

74

Added integrating community content into the companies km processes

39

Added indexing other vendors content as part of the companies search

39

Added link types - distinguish reference information from resolution/fix information

80

Updated why search often is important

22

Summarized the concept of collective ownership and the behaviors that support it (modify, reuse is review and flag it or fix it)

30

Performance Assessment

Added or updated program team roles and KCS Council roles and the evolution

KCS Executive Sponsor

KCS Champion

IT liaison

Project managers

Lead Coach  (Role, responsibilities)

Governance

106-107

Added KCS role definitions and competency table

Appendix D

Added phases of adoption and their implications to measures ("Measurement Matters" paper)

4,

107-109

Updated and strengthen "don't put goals on activities" and added more examples

110-112, 115

Updated team measures and Radar charts - update; remove team measure from the individual and create an example of team radar chart

123-126

Updated the licensing model (earning and removing)

94-95

Added new information about SNA - social network analysis as part of the coaching section?

102

Added Measuring the Health of the Network survey

55-56

 Leadership

Added a reference for  "Future of Management" by Hamel

151

 

 

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Last modified
07:49, 8 Dec 2014

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