2.123.1 Knowledge Management Directive

Manual Transmittal

May 15, 2020

Purpose

(1) This transmits revised IRM 2.123.1, Information Technology Knowledge Management, Knowledge Management Directive.

Material Changes

(1) Revised entire document with updated IT IRM policy and process templates incorporating required internal controls.

Effect on Other Documents

IRM 2.123.1 dated March 03, 2016 is superseded.

Audience

This Directive is applicable to all organizations within Internal Revenue Service Information Technology (IRS IT) that provide service and support to IT customers.

Effective Date

(05-15-2020)


Nancy A. Sieger
Acting Chief Information Officer

Program Scope and Objectives

  1. Overview - This IRM establishes uniform Information Technology (IT) Knowledge Management (KM) standards for requesting IT support, services and products through the Service Desk. KM comprises a range of strategies and practices used in this organization to identify, create, represent, distribute and enable adoption of knowledge articles. This IRM is to be used by anyone who has the responsibility of providing service and support to IT customers.

  2. Purpose - The primary purpose of uniform Knowledge Management standards is to improve efficiency while utilizing the Service Manager and OS GetServices tools.

  3. Audience - This IRM applies to all Internal Revenue Service (IRS) organizations requesting or providing IT products and services from Information Technology.

  4. Policy Owner - Any waivers or deviations of this directive require written approval from the Associate Chief Information Officer, User and Network Services.

  5. Program Owner - Information Technology (IT) User and Network Services (UNS) Customer Service Support (CSS) is responsible for the development, implementation and maintenance of this directive.

  6. Primary Stakeholders - Approval of this directive, including updates, rests with the IT Chief Technology Officer (CTO) and Associate Chief Information Officer (ACIO) for User and Network Services. All proposed changes to this directive must be submitted to IT UNS CSS.

  7. Program Goals - The primary objective of IT Knowledge Management (KM) is to maintain the integrity of approved IT knowledge available to end-users and technicians through identification, standardization, sharing, documenting, and storage of knowledge. This knowledge provides information technology solutions for self-service, user education, and technical support to enhance the work environment. This IRM has been prepared in accordance with requirements resulting from the IRM restructuring and IRS modernization efforts.

Background

  1. This IRM establishes uniform Information Technology (IT) Knowledge Management (KM) standards for requesting IT support, services and products through the Service Desk. KM comprises a range of strategies and practices used in this organization to identify, create, represent, distribute and enable adoption of knowledge articles. This IRM is to be used by anyone who has the responsibility of providing service and support to IT customers.

Purpose
  1. The primary objective of IT Knowledge Management (KM) is to maintain the integrity of approved IT knowledge available to end-users and technicians through identification, standardization, sharing, documenting, and storage of knowledge. This knowledge provides information technology solutions for self-service, user education, and technical support to enhance the work environment. This IRM has been prepared in accordance with requirements resulting from the IRM restructuring and IRS modernization efforts.

Scope
  1. This IRM applies to all Internal Revenue Service (IRS) organizations requesting or providing IT products and services from Information Technology.

Authority

  1. Information Technology (IT) User and Network Services (UNS) Customer Service Support (CSS) is responsible for the development, implementation and maintenance of this directive. Approval of this directive, including updates, rests with the IT Chief Technology Officer (CTO) and Associate Chief Information Officer (ACIO) for User and Network Services. All proposed changes to this directive must be submitted to IT UNS CSS.

Mandate

  1. This IRM establishes uniform Information Technology (IT) Knowledge Management (KM) standards for requesting IT support, services and products through the Service Desk. KM comprises a range of strategies and practices used in this organization to identify, create, represent, distribute and enable adoption of knowledge articles. This IRM is to be used by anyone who has the responsibility of providing service and support to IT customers.

  2. This IRM establishes the following:

    1. The primary purpose of uniform Knowledge Management standards is to improve efficiency while utilizing the Service Manager and OS GetServices tools.

    2. The KM support process is defined as the organized approach to documenting both the process and results of IT customer support in a single database. IRS management at each site is responsible for ensuring compliance within these standards and to meet the Master Service Level Agreements (MSLA).

    3. Knowledge Management is an effective and powerful asset for people in all roles across all stages of the service lifecycle. The Knowledgebase in the Service Manager tool is an excellent method for individuals and teams to share data, information and knowledge about all facets of an IT Service. The Knowledge Management module contains two databases, IT Support and Employee Resource Center (ERC). This IRM only covers providers serviced by the IT Service Desk and addresses shared processes between the two as applicable.