2.123.2 Knowledge Management Process Description

Manual Transmittal

March 04, 2016

Purpose

(1) This transmits new IRM 2.123.2, Knowledge Management, Knowledge Management Process Description.

Material Changes

(1) This Internal Revenue Manual (IRM) is the initial publication of the Process Description for Knowledge Management (KM). This description specifies in a complete, precise and verifiable manner, the requirements, design, and behavior characteristics of the Knowledge Management Process.

Effect on Other Documents

Information Technology Enterprise Knowledge Management Standards, IRM 2.123 is the first edition of this IRM.

Audience

This process description is applicable to all organizations within the Internal Revenue Service (IRS) requesting Information Technology (IT) support and requests for services. Knowledge Management provides and maintains the integrity of approved IT knowledge available to end-users and technicians for self-service, user education, and technical support enhancing the work environment for users

Effective Date

(03-04-2016)

Terence V. Milholland
Chief Technology Officer

Introduction

  1. Introduction

Administration

  1. All proposed changes to this document are to be directed to the Customer Service Support Director (CSS) in User and Network Services (UNS) under the IRS Information Technology (IT) organization. CSS is the owner of this process description and is responsible for facilitating changes. Changes to this process description can be pursued via the Integrated Process Management (IPM) process to clearly define interfaces, roles, responsibilities and coordinate participation and collaboration between stakeholders.

Purpose of Process Description

  1. The IT infrastructure at IRS is expanding and increasing in complexity. The IRS stakeholders are dependent upon the stability of the network and server infrastructure and the applications they host. As the interdependencies within the IT infrastructure continue to grow, the need for a strong Knowledge Management (KM) Process is essential.

  2. The purpose of this document is to describe the Knowledge Management (KM) process. The concept behind KM is to ensure useful information is readily available to all other IT Service Management processes. KM will ensure that the right person has the right knowledge, at the right time to deliver and support the services required by the business units. This document also includes the goal and objectives of the process, definition of roles and responsibilities and the process activities that are involved in KM

Document Overview

  1. As with all of the Information Technology Infrastructure Library (ITIL) processes, KM is a process performed by people using technologies. The KM Process Manager performs a role similar to a librarian. He or she is responsible for facilitating the approval of Knowledge Articles from the information received from Authors/Contributors. Once approved, the KM Process Manager uploads the information to the Knowledgebase and ensures it is accessible to all who need it.

  2. From a technology perspective, the Knowledge Management System (KMS) and the Repository are a data store that ensures useful information is available to all Divisions for managing and supporting IT Services. When a user accesses this KMS, he or she then has access to all of the data repositories that are linked to the KMS. These repositories will include the Known Error Database (KEDB) (where root cause, Known Error, Workaround and Permanent Solution for problem and known error records are catalogued), and the Repository (Access Lists, Standard Operating Procedures (SOPs), Technical Guides (TGs) and other KM documents). The EOPS, Problem Management Branch, IT Command Center Division, owns the Problem Management Process, and is responsible for creating and maintaining the KEDB.

Process Overview

  1. Process Overview

Purpose

  1. The purpose of the ITIL Knowledge Management Process is to support the control of Knowledge and Information related to providing IT services for all IRS personnel at any geographic location in compliance with the catalog of goods and services and user entitlements. This includes a library function collecting knowledge and information, the certification of it as definitive, the control of it, and the availability of IT authorized parties. This also includes the support functionality of assisting authors in the creation of IRM’s and the use of templates for SOPs.

Work Products

  1. This section describes the work products needed to execute the process (known as inputs) as well as those produced by the Knowledge Management Process (known as outputs).

Work Products Used by This Process (Inputs)
  1. The following work products are used to assist in the implementation of the Knowledge Management Process:

    • Documentation of solution of problems

    • Workarounds

    • Training Data Directives

    • IRM

    • Service Level Agreements

    • Catalog of Services

    • User Entitlements (Knowledge Article - Internal vs External)

    • Existing Knowledge

    • Operational Level Agreements

    • Underpinning Contracts

    • SOP’s and IRM’s on incident procedures

    • Creation and updates for the Repository

    • *IT WING-O blog responsibilities

    • Knowledge Articles (KAs)

    • Knowledge Management Candidate

Work Products Produced by this Process (Outputs):
  1. The following work products (artifacts) are produced by the Knowledge Management Process and may be used as inputs to other processes, such as Problem Management:

    • Data on incidents

    • Accurate Standardization

    • Knowledge Articles (KAs)

    • Documentation of definitive solutions

    • Documented workarounds

    • Self Service

    • E-mail Notifications

Roles and Responsibilities

  1. Each process defines at least one role. Each role is assigned to perform specific tasks within the process. The responsibilities of a role are confined to the specific process. They do not imply any functional standing within the hierarchy of an organization. For example, the process manager role does not imply the role is associated with or fulfilled by someone with functional management responsibilities within the organization. Within a specific process, there can be more than one individual associated with a specific role. Additionally, a single individual can assume more than one role within the process although typically not at the same time.

  2. Role Description Definition of Responsibility
    Approver The Approver, typically the Knowledge Process Manager unless deferred to someone else, will review the Submission Request to determine the value that the content will bring to the business, the potential risk associated with implementing (and not implementing) the content, the scope and benefits that are expected to be realized. An Approver can approve, reject or return the request.
    Author/Owner The source of the request. Owners may be anyone in the organization to the extent allowed by the applicable Service Level Agreement (SLA) and responsible for providing requested information. Requesters may submit information requests on behalf of others (Recipients) to the extent allowed by the applicable SLA. Requesters may submit content for inclusion in the knowledge repository.
    End Users End Users are recipients of the knowledge transfer activities.
    First Level Support Service Desk IT Specialist To perform the recording procedures, classification and initial support procedures, resolve and dispatch procedures, closure procedures and the monitoring procedures related to incidents received using the approved instructions in the IT Knowledgebase.
    Knowledge Management Approver Reviews the content of the Knowledge article for completeness. The approver either approves or rejects the knowledge. If approved, the knowledge is published in the Knowledgebase for everyone and anyone requesting the knowledge.
    Knowledge Management Contributor The Knowledge Contributor is responsible for making sure that the request or knowledge provided is submitted in the Knowledge Management System for review.
    Knowledge Management Process Manager Defines the standards for the process and is responsible for the day-to-day management and coordination of all Knowledge Management Process activities. Conducts periodic process reviews. Produces process management reports. Acts as the "point person" for the process. Takes direction and vision from the Knowledge Process Owner.
    Knowledge Management Process Owner An Executive with the ability and authority to ensure the process is rolled out and used by all departments within the IT organization. Specific responsibilities include: defining the overall mission of the process; establishing and communicating the process mission, goals and objectives to all stakeholders; resolving any cross-functional (departmental) issues; ensuring consistent execution of the process across departments; reporting on the effectiveness of the process to senior management; initiating process reviews; and initiating any process improvement initiatives.
    Knowledge Management IT Specialist Provides electronic data management and librarian services for UNS. Provides confirmation of proper format of information received and works with submitters to have them make corrections. Ensures information is reviewed by proper owners and reviewers as needed. Provides conversion support for making UNS Processes and Procedures into IRMs. Provides publishing of Information and knowledge in media of appropriate type (self-help, websites, KAs, IRM).
    Operations and Support Staff Recipients of the knowledge and skills transfer to effectively and efficiently deliver, support, and maintain the system and associated infrastructure.
    Problem Management Coordinator Responsible for reviewing requests for problems, opening, assigning, updating, closing and reopening problem records, problem tasks, and known errors. Creates and maintains the KEDB.
    Supplemental Support Field IT Specialists (Client, Server, Network, Other Vendors) Business Unit Product Specialists any other staff resolving break fix issues To provide unique technical skills, knowledge or mobility in performing the resolve and dispatch procedures, closure procedures and the monitoring procedures related to incidents received using the approved instructions in the IT Management Knowledgebase. (This role is carried out by Business unit and IT Field personnel).

KM Process Flow Diagram

  1. Process Flow Diagram

    Figure 2.123.2-1

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Knowledge Management Process Activities

  1. Process Activities

Step 1 - Knowledge Is Analyzed, Researched & Identified

  1. The Knowledge Management Process starts with Authors/Owners identifying information and data that is relevant to anyone in IT responsible for making decisions within IT, at both the operations and management level. This activity is concerned with understanding what Knowledge is and determining the values of the data and information that will be needed for decision making and the availability of the identified data and information to drive knowledge in IT.

Purpose
  1. The purpose of this task is to manage, standardize, integrate knowledge and solutions for re-use, and to determine whether the submitted knowledge content/request is appropriate.

Roles and Responsibilities
  1. Knowledge Management (KM) IT Specialist is responsible for maintaining the integrity of approved IT knowledge available to end-users and technicians through identification, standardization, sharing, documenting, and storage of knowledge. KM provides information technology solutions for self-service, user education, and technical support enhancing the work environment for users.

  2. KM IT Specialist performs research analysis and performs all process activities as listed under this process step. The KM IT Specialist reviews the Submission Request to determine the value that the content will bring to IRS employees as well as the potential risk associated with implementing or not implementing the content of the request. Additionally, the KM IT Specialist determines the scope and benefits that are expected to be realized and approves, rejects, or returns the requests.

  3. Knowledge Management Approver is responsible for reviewing the content of the KA for completeness. The approver can either approve or reject the knowledge. If approved, the knowledge is published in the Knowledgebase for everyone and anyone requesting the knowledge.

  4. Knowledge Management Contributor is responsible for making sure that the request or knowledge provided is submitted in the Knowledge Management System for review.

  5. Knowledge Process Owner (Executive) is responsible for ensuring the process is rolled out and used by all departments within the IT organization. Specific responsibilities include: defining the overall mission of the process; establishing and communicating the process mission, goals and objectives to all stakeholders; resolving any cross-functional (departmental) issues; ensuring consistent execution of the process across departments; reporting on the effectiveness of the process to senior management; initiating process reviews; and initiating any process improvement initiatives.

  6. Problem Management Coordinator is responsible for creating and publishing knowledge in the KMS (Knowledge Management System) for Known Error records.

Entry Criteria
  1. Generally, Knowledge Articles are incorporated after the following events have occurred:

    • Receipt of information to be added, modified or retired

    • Knowledge Information is reviewed to determine this is a valid entry

    • Known Error Record is Opened

Input
  1. The following are inputs to this process step:

    • A request to add, modify or retire one or more Knowledge Articles

    • Contribute Queue and Knowledge Candidates

    • Known Error Record

Process Activity
  1. The following activities are listed:

    1. Determine Type of Knowledge

    2. New Knowledge

    3. Modified Knowledge

    4. Retired Knowledge

    5. Sends E-mail to the Owner

    6. Edit/Maintain/Store Knowledge

Output
  1. The following are outputs to this process step:

    • The Knowledgebase content has been verified

    • Revisions or advisements with Author/Owner completed

Exit Criteria
  1. This process step is complete when:

    • The information for the Knowledgebase has been approved and validated

    • All stakeholders approve move to Step 2

Step 2 - Knowledge Is Published, Notifications Are Sent & Request Closed

  1. Knowledge Management is responsible for storing/uploading knowledge such as Policies, Directives, Controls, SOPs, References, User Guides or Forms to safeguard vital information. The Knowledgebase and the Repository house vital information available to all Divisions via a single interface for managing and supporting IT Services. The KM IT Specialist and the PM Coordinator (responsible for Known Error publication) publish/post information to the Knowledgebase after adding, modifying or retiring/deleting knowledge documents from Step 1 - Knowledge Is Analyzed, Researched & Identified.

Purpose
  1. The purpose of this task is to publish and send notifications of Knowledge actions before closure.

Roles and Responsibilities
  1. The Knowledge Management IT Specialist publishes and posts information as well as distributing notifications to Associate Chief Information Officer (ACIO) UNS groups and knowledge owners to ensure all groups are kept abreast of vital information.

  2. The Problem Management Coordinator publishes and posts Known Error information as well as distributes notifications to ACIO UNS Service Desk Managers and Problem Management Team Members to ensure all groups are kept abreast of vital workaround and/or permanent solutions for IT known errors.

  3. The Author/Owner is responsible for providing requested information and the final approval or denial of information.

  4. The Knowledge Management Approver closes the Request record based on verification by Author/Owner.

Entry Criteria
  1. Generally, Knowledge Articles are incorporated after the following events have occurred:

    • Information to be added, modified or retired is received and verified by the Author/Owner.

    • Knowledge Information is reviewed to determine this is a valid entry.

Input
  1. The following are inputs to this process step:

    • The request to add, modify or retire one or more Knowledge Articles is validated.

    • Stakeholders have been identified and the resulting approval/disapproval is confirmed.

Process Activity
  1. Activities

    • Post Knowledge and Notify IT Community

    • Notify Author reason for Denial

Output
  1. The following are outputs to this process step:

    • The Knowledgebase content is added, modified or retired and published

    • Notification with Stakeholders and ACIO UNS groups completed

Exit Criteria
  1. This process step is complete when:

    • The information for the Knowledgebase is current

    • This Knowledge Management Process is completed and Request is closed

Access to Knowledge Management Module

  1. In order to obtain access to Knowledge Management Module via Online 5081, users are required to take the Enterprise Learning Management System (ELMS) Asset Manager Overview training course (#31698) or the ELMS Service Manager Overview training course (#34601).

  2. After completing the course use Online 5081 to apply for the name of the application listed below. ACTION: ADD USER APPLICATION: KISAM (SM) (KNOWLEDGE MANAGEMENT) KISAM SERVICE MANAGER (SM).

Quality Assessment and Measurement

  1. The goal of Quality Assessment is to improve the ability to easily share relevant knowledge with service users, service providers and management who need it. This includes annual validation of all KAs with author/owners for improving the content and functionality of the Knowledge Management System and the process for managing the information. Additionally, periodic assessments and feedback are necessary to ensure compliance with the procedures outlined in the SOP.

  2. This section defines the SOP elements that are reviewed during an audit of the SOP. It can cover the process or the product created by the process.

  3. Management will regularly review quantifiable data related to different aspects of the Knowledge Management Support procedure in order to make informed decisions and take appropriate corrective action, if necessary.

Training

  1. The Knowledge Management team will provide Knowledge Management training sessions and one-on-one training sessions.

Procedure

  1. Procedure

Administration

  1. All proposed changes to this document should be directed to IRS Information Technology delegated to Customer Service Support Director as owner of this process description and be pursued via the IPM process to clearly define interfaces, roles, responsibilities and coordinate participation and collaboration between Stakeholders.

Purpose of Procedure
  1. This document defines the step-by-step instructions on how to conduct the activities used to implement the KM procedures in Knowledge Management. The purpose of a procedure document is to institutionalize and formalize the preferred method of performing tasks that staff is using. The objective is to have everyone using the same tools and techniques and follow the same repeatable steps so that the organization can quantify how well the procedure is working and train future staff members who may not currently know the routine. Ensuring consistency is a critical component for ensuring optimum efficiency.

KM Procedure Overview
  1. Knowledge Management (KM) Procedure Overview

Purpose
  1. The purpose of this procedure is to outline the steps required in order to resolve and close a request. Steps cover the creation, review, approval, storing, and publishing, maintaining, and sending notifications of Knowledge actions as well as the steps to complete requests for closure.

Related Process Artifacts
    • Knowledge Articles

    • IRM

    • Service Level Agreements

    • Catalog of Services

    • Knowledgebase

    • Knowledge Article Request Form

    • Incident Knowledgebase Candidates

    • Documentation of Solutions of Problems

    • Known Error Record

Related Directives
    • Training Data Directives

    • Service Level Agreements

    • Operational Level Agreements

    • Underpinning Contracts

    • SOP’s and IRM’s on Incident Procedures

    • KM Playbook

Entry Criteria
  1. Generally, Knowledge Management Procedure occurs after the following events have occurred:

    • An Incident or Request to add, modify or retire one or more Knowledge Articles

    • Knowledgebase Contribute Queue Entries and Knowledge Candidates are input

    • Knowledge Information is reviewed to determine this is a valid entry

    • Known Error Record is Opened

Input
  1. The following are inputs to this Knowledge Management Procedure:

    • Enter Request from System

    • Information on open issues and incidents

    • Service Level Agreement Processes

    • Catalog of Services

    • User Entitlements

    • Definition of Knowledge types

    • Problem Management (PM)

Activities
  1. This Procedure covers activities as follows:

    A1 Knowledge Analyzed Researched & Identified
    A1.1 Determine Type of Knowledge
    A1.2 New Knowledge
    A1.3 Modified Knowledge
    A1.4 Retired Knowledge
    A1.5 Send E-mail to Owner
    A1.6 Edit/Maintain/Store Knowledge
    A2 Knowledge is Published / Notifications Sent
    A2.1 Post Knowledge / Notifications sent to IT community
    A2.2 Notify Author reason for Denial
Output
  1. The primary outputs of Knowledge Management procedures are:

    • New Knowledge Management Article

    • Modified Knowledge Management Article

    • Retired Knowledge Management Article

Exit
  1. This Closure of the Incidents and Requests and Known Errors are exited when:

    • Incidents and Requests have been completed to the satisfaction of the customer.

    • Incidents and Requests exits to Resolve or Closed when Knowledgebase contains new or modified Knowledge Article (KA).

    • Incidents and Requests exits when Retired KA has been retired from the Knowledgebase.

    • Known Errors exited when the permanent solution or workaround is implemented and working as documented.

Procedure Flow Diagram

  1. Procedure Flow Diagram

    Figure 2.123.2-2

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Activity and Steps

  1. This section delineates the activity steps, including roles and tools or templates, needed to perform each step of these Procedures.

    A1: Knowledge Analyzed Researched & Identified
    Steps Roles
    A1.1: Determine Type of Knowledge KM IT Specialist
    Determines type of Knowledge (New Knowledge, Modified
    Knowledge, or Retire Knowledge) via Knowledge Management standardized Article Template
    If New Knowledge, go to A1.2 New Knowledge
    If Modified Knowledge, go to A1.3 Modified Knowledge
    • If Retire Knowledge, go to A1.4 Retire Knowledge

    A1.2: New Knowledge KM IT Specialist
    1. Determines if the new KA provides duplicate information
    • If yes, go to A2.2

    • If no, go to continue

    2. Determines the new KA provides accurate and timely information to IRS employees and meets the needs for targeted area of concern (General or Specialized employees). Go to A1.6 KM IT Specialist
    A1.3: Modified Knowledge KM IT Specialist
    Receives request that an Author/Owner has edited an existing KA with either additional knowledge or removal of outdated knowledge.
    Determines if the Author is the Owner of the targeted KA.
    • If the Author is the Owner of the KA, go to A1.6

    • If the Author is not the Owner of the existing KA, go to A1.5

    KM IT Specialist
    A1.4: Retired Knowledge KM IT Specialist
    1. Receives notification of an author’s Request to Retire KA from the Knowledgebase.
    2. Determines if the Author is the Owner of the targeted KA
    • If the Author is the Owner of the KA, go to A1.6

    • If the Author is not the Owner of the existing KA, go to A1.5

    KM IT Specialist
    A1.5: Send E-mail to Owner KM IT Specialist
    1. Communicates with Author/Owner of the existing KA to verify satisfaction with the final draft product
    2. Receives concurrence from Author/Owner if the KA is to be modified or retired. Go to A1.6 Author/Owner
    3. Receives denial from Author/Owner if the KA is not to be modified or retired. Go to A2.2 Author/Owner
    A1.6: Edit /Maintain/Store Knowledge PM Coordinator
    1. Manages, (edits, maintains, stores) all Known Error Knowledge document types
    2. Receives communication from Author/Owner to verify they are satisfied with the final draft product KM IT Specialist
    3. Determines if spelling and grammar errors exist. Corrects any that are found KM IT Specialist
    4. Verifies links are working properly and determines if all links and attachments are accessible to users KM IT Specialist
    5. Designates Internal or External KAs; decides the sensitivity of information shared (for IT eyes only, Internal or for all IRS users, External) KM IT Specialist
    6. Validates each KA annually. Each KA expires one year from Creation or Last Modification date, unless otherwise requested KM IT Specialist
    A2: Knowledge is Published / Notifications Sent
    Steps Roles
    A2.1: Post Knowledge and Notify IT Community KM IT Specialist/PM Coordinator
    1. Publishes - Updates/Uploads to Knowledgebase and/or Repository as needed when Knowledge material is accepted
    2. Notifies IT community and the Author/Owner via E-mail of new, modified and retired KAs recent activity. KM IT Specialist/PM Coordinator
    3. Proceed to Incident Management or Request Fulfillment Process (Closure Procedure) KM IT Specialist
    4. Proceed to Problem Management KE entries (Closure Procedure) PM Coordinator
    A2.2: Notify Author Reason for Denial KM IT Specialist
    1. Notifies Author via E-mail of reason for denial for that item submitted for addition or modification or retirement/deletion
    2. Proceed to Incident Management Process (Closure Procedure) KM IT Specialist

Tailoring Guidelines

  1. This procedure may be tailored to meet specific project requirements. If tailoring is permitted, refer to the tailored approach according to what has been documented in the KM Publish, Notification, and Closure procedure owner’s Tailoring Plan. At a minimum, acceptable execution of the KM Publish, Notification, and Closure procedure specifies that the following mandatory activities be completed: A1 to A6. All tailoring requests, with supporting rationale, should be submitted in writing to and approved by the IT UNS Customer Service, Knowledge Management Director.

CMMI, ITIL, PMI Compliance

  1. The Capability Maturity Model Integrated (CMMI) can be used to judge the maturity of an organization’s processes and related process assets and can be used to plan further improvements. CMMI sets the standard for the essential elements of effective and mature processes, improved with quality and efficiency.

  2. The Information Technology Infrastructure Library (ITIL) contains a collection of best practices, enabling organizations to build an efficient framework for delivering IT Service Management (ITSM) and ensuring that they are meeting business goals and delivering benefits that facilitate business change, transformation, and growth.

  3. The Project Management Institute (PMI) organization advances the project management profession through globally recognized standards and certifications.

  4. This process asset is used to indicate that all artifacts are developed or acquired, incorporating CMMI, ITIL, and PMI requirements, to meet the business objectives of the organization and that they represent investments by the organization that are expected to provide current and future business value to the IRS.

Definitions, References

  1. Listed below

Definitions

  1. A Glossary is available on the IPM Process Asset Library (PAL). ITPAL

References

  1. The following resources are either referenced in this document or were used to create it.

    • CTO, CIO, and ACIO approved official Play Books

    • CTO, CIO, and ACIO approved Business rules

    • CTO, CIO, and ACIO approved Business Measures

    • ITIL V3

    • Enterprise Operations Problem Management Standardization Process Description

    • Integrated Process Management IPM

Exhibit A: Glossary

  1. Term Definition
    Add Article To create an article in the Knowledgebase.
    Catalog Entries in the Service Catalog that are associated with a specific product or fulfillment service that needs to be delivered.
    Escalation The action taken to change an interaction into an incident. May also refer to Managerial Escalation when an incident is elevated to Management to assist in resolution. This could involve a change in the impact or urgency if the event warrants a more immediate response.
    Event System occurrences triggered by the creation or updates of Quotes, orders, and line items.
    Impact The value measure of the effect on the IRS Business Operations of an Incident, Problem, or Change. Impact and Urgency are used to assign Priority.
    Incident Incident records are logged from an interaction by the Service Desk. The Incident will be associated to the call Incident and assigned to a Service Provider for incident resolution.
    Issue A contact or event.
    KISAM See System definition.
    Knowledge Article An article providing written instructions or guidance on process or procedures on policy. Each article within the Knowledgebase bears an ID number and articles are often referred to by their Knowledge Base ID (KA).
    Knowledgebase A published source of approved definitive workarounds and solutions for known errors commonly experienced. Integrates with interaction, incident, and problem management so that users are able to search for and use knowledge articles developed from prior incidents or problems to resolve a new instance of the same type of incident.
    Known Error A problem with a documented root cause and workaround. Known Errors are created and managed throughout their lifecycle by problem management.
    Known Error Database A database containing all known error records. This database is created by problem management and used by incident and problem management and is stored in the Knowledge Management System.
    Modify To update or change an article in the IT Knowledgebase.
    Priority The sum of the Impact and Urgency assigned to an incident are used to determine Priority.
    Problem A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.
    Problem Coordinator Responsible for reviewing requests for problems, opening, assigning, updating, closing and reopening problem records, problem tasks, and known errors
    Problem Management The process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented.
    Request A request for products and services.
    Resolution The process taken to resolve (fix) an issue. Also the point at which an event effects are resolved for the user by implementing a workaround, solution or providing a service but before the event is closed.
    Retire To remove article from the Knowledge Database, and place it in an inactive state.
    Risk An uncertain event or condition that, if it occurs, has a negative effect on the project.
    Role A set of responsibilities, activities, and authorizations.
    Status The current stage in the Lifecycle of the associated configuration item, Incident, Problems, etc.
    System The IT Enterprise Tool that is used to record, classify, priorities, document, provide supporting information, route, and track all events, incidents, problems and requests within the IT environment. This tool KISAM (HP Service Manager) was introduced in 2011.
    Tool Job aid for a specific purpose, e.g., Checklist, template, application,
    Urgency The value ranking of the Incident, problem or change within the impact category is assigned. The lower the value number the sooner it must be addressed. Impact and Urgency are used to determine the Priority. Example: Urgency 2 with a 4 impact is completed before Urgency 3 with a 4 impact within the same starting period for FIFO.
    Workaround A workaround reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

Exhibit B: Abbreviations and Acronyms

  1. Acronym Definition
    ACIO Associate Chief Information Officer
    AD Applications Development
    CMMI Capability Maturity Model Integrated
    CR Change Request (Synonymous with RFC)
    CSS Customer Service Support
    CTO Chief Technology Officer
    ELMS Enterprise Learning Management System
    EOPS Enterprise Operations
    ESS Employee Self Service
    FIFO First In First Out
    IM Incident Management
    IRM Internal Revenue Manual
    IT Information Technology
    ITIL Information Technology Infrastructure Library
    ITPAL Information Technology Process Asset Library
    ITSM Information Technology Service Management
    KA Knowledge Article
    KB Knowledgebase
    KEDB Known Error Database
    KISAM Knowledge Incident/Problem Service Asset Management
    KM Knowledge Management
    KMS Knowledge Management System
    MSLA Master Service Level Agreement
    OLA Organizational Level Agreement
    PD Process Description
    PMI Project Management Institute
    RFC Request for Change (Synonymous with CR)
    SD Service Desk
    SLA Service Level Agreement
    SOP Standard Operating Procedures
    TG Technical Guide
    UC Underpinning Contract
    UNS User Network Services