| name | knowledge-management |
| description | Design IT knowledge management — article templates, review workflows, KCS practices, metrics, and retirement policies. TRIGGER when: user says /knowledge-management, needs to improve IT knowledge sharing, or asks about KCS or knowledge base practices.
|
| argument-hint | [IT knowledge domain or team] |
| user-invocable | true |
IT Knowledge Management
Process
Step 1: Assess Current State
| Dimension | Questions |
|---|
| Content volume | How many articles exist? |
| Quality | What % are current and accurate? |
| Usage | How often are articles accessed? |
| Coverage | What % of incidents have KB matches? |
| Process | Who creates/reviews/retires content? |
Step 2: Implement KCS (Knowledge-Centered Service)
| KCS Practice | Implementation |
|---|
| Capture | Create/update articles as part of incident resolution |
| Structure | Consistent templates with problem-cause-resolution |
| Reuse | Search before creating, link articles to tickets |
| Improve | Flag inaccurate content, track usage metrics |
Step 3: Design Article Templates
Incident resolution template:
# [Problem Title]
## Symptoms: [What the user sees]
## Environment: [Affected systems/versions]
## Cause: [Root cause]
## Resolution: [Step-by-step fix]
## Workaround: [Temporary solution if applicable]
## Related: [Links to related articles]
Step 4: Define Review Workflow
| Stage | Owner | Action |
|---|
| Draft | Resolver | Created during incident |
| Review | SME | Technical accuracy check |
| Published | KB Manager | Approved for self-service |
| Retired | KB Manager | Archived when obsolete |
Step 5: Track Metrics
| Metric | Target |
|---|
| Articles linked to incidents | > 60% |
| Self-service resolution rate | > 40% |
| Article accuracy rating | > 90% |
| Average article age | < 12 months |
| Zero-match incident rate | < 20% |
Output Format
## KM Plan: [Scope]
### Current State: [metrics]
### KCS Implementation: [phased plan]
### Templates: [article types]
### Metrics: [targets]
Quality Checklist
Edge Cases
- For new KB, seed with top-50 most common incident resolutions
- If KCS adoption is low, start with one team as a pilot
- For vendor-specific knowledge, link to vendor docs rather than duplicating
