KCS Exam - Unit 6

What are the various roles involved in implementation of KCS?

Who is responsible for providing visions, objectives, and resources to the KCS Implementation?

Who is responsible for coordinating and overseeing the KCS Implementation?

Who is responsible for designing the implementation of KCS?

Who is responsible for motivating and support the KCS Implementation?

Who is responsible piloting the process and evangelizing KCS?

Who is responsible for using and contributing knowledge?

Who is responsible for using, contributing, enhancing, and approving knowledge.

Who is responsible for using, contributing, enhancing, and publishing knowledge.

Who is responsible for monitoring and mentoring the process and people.

Who is responsible monitoring and enhancing the knowledge base health.

Who is responsible for assuming ongoing management.

What are the benefits of having defined roles and responsibilities?

What role is responsible for the following?
- Understanding the basics of KCS and knowing how to interact with the knowledge base to capture experience and capitalize on the collective experience of an organization
- Being familiar with search techniques
Using existing knowledge articles
Adding new articles as work in progress or draft
Flagging existing articles that need to be enhanced or corrected

What role is responsible for the following?
- All of the KCS Candidate responsibilities
- Fixing articles on demand
- Reviewing, finishing, and modifying articles frames by the KCS Candidates to adhere to the content standard

What role is responsible for the following?
- All of the KCS Contributor rights
- Publishing to the Web for self-service (external)

What role is responsible for the following?
- Being a change agent in KCS adoption process
- Helping people develop KCS competencies
- Performing regular knowledge monitoring
Providing ongoing feedback to users and management of KCS skill development
- Providing ongoing feedback to users and management of KCS skill development
 - Encouraging analysts to use the content standard to create and improve knowledge
- Helping the KCS Candidate understand the problem-solving process and how to integrate the knowledge management process into the incident management process
- Providing feedback to the knowledge-developing organization
- Possibly serving as a member of the KCS Council

The following are a characteristic of which role?
- Positive motivator
- Working knowledge of KCS practices and principles
- Strong communication skills
- Strong influence skills
- Demonstrated success with KCS practices
- Exceeding article quality requirements
- Promoting the development of peoples' abilities
- Being comfortable working with others
- Being highly regarded by others
- Being patient and thoughtful

What are the benefits of the KCS coaching program?

What role is responsible for the following?
- Managing the health of the knowledge base for a specific domain
- Working with coaches and other KM teams - may serve as a member of the KCS Council
- Analyzing knowledge usage and perform problem management activities
- Performing knowledge normalization
- Developing advanced knowledge such as diagnostic structures where warranted
- Determining when knowledge is obsolete and should be archived
- Ensuring effective knowledge base operations (and making recommendations to KCS Council)
Advocating changes necessary to maintain the knowledge base
Providing feedback to knowledge creators
Developing evolve loop articles
Having both technical expertise in the domain and a profound understanding of KCS processes

What role is responsible for the following?
- Defining and communicating the vision
- Gaining executive approval and launching the KCS initiative
- Funding and resource control

What role is responsible for the following?
- Serving as the project manager during implementation
- Serving as facilitator/lead for KCS Council
- Administrating system rights with the knowledge management system
Coordinating with IT, vendors, management, and support partners
- Being the escalation point for all process and technology issues
- Managing KCS Coaches and Domain Managers (usually matrix management)
- Ensuring performance assessment is implemented (metrics, reports, incentives, rewards, recognition)

What role is responsible for the following?
- Development of the foundation for the implementation, such as the content standard, performance assessment plan, communications plan, technology plan, roles and responsibilities plan
- Conduct and oversee the pilot
- Design of the roll-out plan
- Development of the appropriate training for the implementation
- Representation of all members of the support organization
- Evangelize KCS

What role is responsible for the following?
- Having a clear understanding of organization's purpose, values, and goals and how to achieve them
- Communicating the vision, purpose, and objectives
Supporting people to ensure that work is done
- Taking responsibility for performance drivers
- Encouraging participation by and feedback from the analysts
- Assuring alignment to business objectives
- Recognizing positive behavior and addressing negative behavior

The following should be considered when identifying what?
- Identify a team of members dedicated for a fixed duration (phase of plan), and the extended team of members who have specialized areas of contribution to be utilized
- Influence others
- Willingness to support change
- Representatives of various support teams, such as multiple locations, multiple levels, support partners
- Representatives from management, analysts, and IT
- Potential to service as a KCS Coach or Domain Manager
- Time and commitment

What role is responsible for the following?
- Piloting and processes and technology
- Seeding the knowledge base
- Providing feedback on processes so adjustments (continuous improvement) may be made
- Ability/competency to serve as KCS Coaches during full implementation
- Evangelizing KCS

The following should be considered when identifying what?
- Multiple locations
- Multiple support levels
- Ability to influence others - their success will encourage others to participate
- Risk to success - commitment and support from their management is required
- Potential to service as KCS Coaches
- Ability to coordinate regular feedback during the pilot
- Willingness to support change

What role is responsible for the following?
- Forum for continuous improvement of content standard, practices, processes, and feedback and reporting systems
- Change advisory board for the knowledge management processes

Identify the members of the KCS Council?

What are the core concepts of the KCS Competency model?

A defined set of access rights that an individual earns by demonstrating their ability to contribute quality articles as well as follow and understand the KCS practices.

To obtain a KCS License, one must have?

What are the benefits of the KCS competency model?

Name the three (3) components of the performance model?

What should be considered when developing a performance model?

List common examples of leading indicators.

List examples of business results.

Identify considerations for leading indicators (activities) and business results (outcomes).

Tools required to support process integration are:

The following principles are practices in the _____________ _____________.
- Structured problem solving
Seamless technology integration, between knowledge management incident management and other systems
Search technology is required to find relevant articles
Integration of the article creation as part of the problem solving (incident resolution) process
A closed loop feedback system - best practice feedback is used for continuous improvement to the process
Processes are defined, documented, and improved

A set of actions or activities that are performed to achieve an end-goal or result.

Three (3) key steps to structured problem solving (SPS)?

What are the integration requirements between the incident management system and the knowledge management system?

What are the results of knowledge management integration with problem management?