Knowledge Roles and Responsibilities

Knowledge Contributor

Responsible for documenting knowledge.


  • Generates a certain number of Knowledge Items per organizational requirements
  • Submits Knowledge Items
  • Comment on existing Knowledge 

Knowledge Champion

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

Knowledge Manager

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

Knowledge Management Process Owner

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