Knowledge Roles and Responsibilities

Knowledge Contributor

Responsible for documenting knowledge.

Responsible for executing the Knowledge Management process activities and maintaining the Knowledge for a functional area(s) of the organization.

Approves Knowledge Submissions for assigned area
Assists in establishing and improving the processes
Ensures targets (by group) are reached for the quality and the quantity of knowledge
Advocates Knowledge Management use and contributions within the group
Reports on performance metrics
Responds to Knowledge Feedback
Works with the Knowledge Manager and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods
Assists in providing guidance and input into the Knowledge Management strategy
Provides ongoing support and training for users (implementations/Q & A/ Tier I support)
Maintains Knowledge within the KM Database
Requests Changes and additions to the Knowledge Management System via the Change Management process
Prepares documentation for new or existing Knowledge

Responsible for the execution of the Process, either by directly performing or by delegating responsibilities

Deploys the process and related methods and techniques
Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities
Determines Service Lifecycle information requirements
Reviews and audits the process and its techniques and methods to ensure they are continuously improved
Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process
Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use
Directs and schedules the training of staff and Knowledge Management Champions
Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings

Has the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization.

Sponsors the process by ensuring the Knowledge Manager has adequate resources to design the Knowledge Management process to conform to best practices and meet the needs of the organization
Arbitrates in any dispute over the allocation of responsibilities and sponsors the communication campaign to promote awareness and acceptance of the Knowledge Management process
Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Knowledge Management process and its associated procedures
Monitors and reviews the execution of the Knowledge Management process at a high level, ensures it remains consistent with the organization’s current culture and IT Service Management strategy and ensures coordination with all other IT processes
Participates in the IT Governance activities