Provide knowledge in the form of content and conversations that help to address the needs of IT service consumers.
In the transition from Version 1.3 to 2.0 of the IT4IT Reference Architecture this functional component became a supporting component. However, it remains an important part of the R2F Value Stream in that it facilitates self-sufficiency across the consumer base. In future releases this section may be moved to later in the document but was kept here to facilitate readability.
Provide knowledge in the form of content and Conversations that help to address the needs of IT service consumers. Knowledge includes structured IT/supplier produced articles, or unstructured Conversations from business/IT users, webinars, videos, training materials, etc. which are searchable by the IT service consumers.
Increase the contribution to knowledge by providing all users with the ability to generate new content, either through informal Conversations, or by more formal submissions of knowledge.
Encourage contributions by promoting a collaborative culture through various techniques such as gamification.
Improve accessibility of knowledge in the organization by:
Supporting key word search capabilities
Providing filter capabilities based on various attributes of the knowledge, such as subject category, time range, source types (internal versus external), etc.
Supporting natural language queries to reduce the complexity of finding relevant information
Providing users with access to third-party knowledge and forums
Providing natural language processing analytics so (for example) âtrending topicsâ can be reported from service desk interactions
Reduce the number of requests for information/knowledge that arrive at the IT service desk.
Provide knowledge for consumption by additional value streams in general and specifically by the D2C Value Stream.
IT staff participate in Conversations related to IT services that they plan, develop, or operate.
IT service consumers and IT staff consume third-party knowledge through the same experience as the formal and informal forms of knowledge the company provides.
The Knowledge & Collaboration component:
Shall enable SMEs to submit and/or approve Knowledge data objects (whether they are IT staff or service consumers).
Shall provide functionality to enable the IT service consumers and IT staff to rank Knowledge data objects and Conversations, thus improving future knowledge consumption.
Shall provide functionality to enable IT service consumers to participate in Conversations relating to the IT services they consume (collaboration).
Can aggregate multiple (internal and external) Knowledge sources.
Example of HPE Products that may contribute to this Functional Component