Knowledge Management Process for SSC Onyx

Overview

Delivery method

Self-Paced/Online

Duration

30 minutes

Audience

All SSC employees at all levels

Description

This course provides an end-to-end overview of the Knowledge Management process at SSC and is designed for individuals who perform or support activities related to knowledge creation, maintenance, and use within SSC Onyx. Learners will learn how Knowledge Management supports SSC's IT service Management (ITSM) strategy and aligns with Information Technology Infrastructure Library (ITIL) practices.

Learners will examine how knowledge articles are created, reviewed, published, updated, and retired to support consistent and effective service delivery. This course clarifies key roles and responsibilities, knowledge lifecycle principles, metadata and governance considerations, and introduces SSC resources that support accurate, timely, and reusable knowledge content across the ITSM processes.

Learning Objectives

Upon completion of this course, participants will be able to:

• Explain how the Knowledge Management process supports SSC's ITSM strategy and aligns with ITIL practices.
• Identify Knowledge Management roles and apply their responsibilities across the knowledge base article lifecycle.
• Apply the Knowledge Management lifecycle to create, update, and retire knowledge articles in support of IT service delivery.
• Assess and manage knowledge base articles using ITSM data (such as metadata, and article status information) to support appropriate review, publication, and maintenance.
• Communicate knowledge base article availability and updates, identify appropriate contact points, and access SSC Onyx resources to support effective knowledge use and governance.