The ins and outs of security management design

  • Sep 06, 2011

Definition

A service provider’s method for collecting, maintaining and dispensing reliable information about programs and services throughout the information lifecycle.

Value to business

An effective knowledge management practice ensures:

1. Improved efficiency of other program and service management process by reducing the need to rediscover knowledge.

2. More effective decision-making through timely access to supporting information.

Key performance indicators

Information quantity

  • Total number of active users
  • Number of entries in all knowledge repositories
  • Number of incremental addition

Information quality

  • Knowledge rankings
  • Number of entries with pending edits or flagged for review

Information use

  • System utilization statistics
  • User reports of knowledge use

Costs and benefits of use

  • Maintenance cost
  • Estimated reduction in staff time savings through reduced transaction costs

High level process flow

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