Knowledge Management focuses on how an organization identifies, creates, captures, acquires, shares, and leverages knowledge. Systemic processes support these activities, which also enable the  replication of successes; All of these are specific actions organizations need to take to manage their knowledge.

The following guiding principles ensure adherence to the organizational objectives of establishing an effective knowledge management system.

1. Clearly define all Processes and Procedures related to the managing and governing of the Knowledge Management Program.
2. Clearly define the Roles and Responsibilities involved in the Knowledge Management Program, specifically that of the Knowledge Management Coordinator.
3. Clearly define all meetings related to the Knowledge Management Program.
4. Clearly define all Reports and Measurements related to the Knowledge Management Program.
5. Clearly define all Tools related to the Knowledge Management Program.
6. Clearly define all Continual Improvement initiatives related to the Knowledge Management Program.
7. Establish a periodic review cycle to ensure currency of the documentation.
8. Identify approval process where local Management and Enterprise Manager contribute to review of local team process.
9. Identify a Portal to store all Knowledge Management Documentation such as process documentation, analysis, reports, etc.
10. Create Knowledge Management distribution list (e.g. KnowledgeManagement@company.com), to have a central location where anyone can send questions, ask for help and provide information to the Knowledge Management Process.
11. Create Knowledge Management e-newsletter to share with the team about Root Cause Analysis, Trends and any Improvement Areas.
12. Identify and connect with the Enterprise Knowledge Manager to establish a working partnership and identify Inputs and Outputs between the Enterprise process and the team process.
13. Identify and attend the Enterprise Knowledge Management Meeting.
14. Schedule department level Knowledge Management Meeting, if needed.
15. Create Department Level Knowledge Management Executive Dashboard Report for the management team – linked to the Common ScoreCard Management System.
16. Work with Department Management and Enterprise team to establish Knowledge Management metrics.
17. Work with Department Management and Enterprise team to establish Knowledge Management operational reports, such as:
18. KB Documents Created
19. KB Documents Open and Unassigned
20. KB Documents Aging Report
21. KB Documents by Category
22. KB Documents usage
23. Etc…
24. Schedule 2-3 hours every Friday to conduct analysis of Knowledge Management System.
25. Contribute to updating of the Common ScoreCard Management System by EOD ever Friday. Provide volume and downtime history on all Sev 1s and 2s, root cause of Sev 1s and 2s, any observable trends and actions being taken to resolve issues more quickly or minimize/avoid the issues.
26. Conduct overall trend analysis and present to management.
27. Implement the role of  Knowledge Coordinator in each team. This role should act as the Team’s primary interface into the Knowledge Management process and represents the Team’s interests in meeting service commitments.
28. Enforce usage of Knowledgebase by forcing employees to provide Knowledge Document ID in all solutions they are using/providing.
29. Create Knowledge “Request” Templates.
30. Allow employees the option to submit knowledge requests to update a Knowledge article, create new articles, or delete old articles.
31. Monitor unassigned and reassigned knowledge requests and take action if appropriate
32. Manage invalid knowledge requests (for example, knowledge requests with insufficient information, redundant requests, requests for documentation that already exists) per local policy
33. Track open requests and identify any requests that require increased focus to meet committed knowledge request handling guidelines
34. Handle day-to-day knowledge request issues and escalate to the Subject Matter Expert (SME) and/or assigned team as required to bring the resolution of the problems back on schedule
35. Assist in reassignment of misdirected knowledge requests
36. Assure the quality and accuracy of knowledge request and solution document information, as appropriate
37. Assign new knowledge requests to the appropriate SME team for authoring or reviewing.
38. Close knowledge requests and notify the SME and original requester when the request is complete.
39. Identify and attend Enterprise Knowledge Management Meeting
40. Schedule Department Level Knowledge Management Meeting