Pragmatic Approach to

Knowledge Management

Anurag Bahal
PRINCIPAL CONSULTANT
Infosys Technologies Ltd
Evolution of IT in future
Statistics are not encouraging 

“There is substantial opportunity for most companies to improve

how they manage and use technology. One of the most
consistent and striking conclusion from Business Research of
330 US Public Companies, is that Best Practices are far from
Universal, even when they are widely acknowledged as “Best”
Many companies are struggling to be effective in technology
governance though there is evidence that good technology
governance improves performance”.
Digitization is not a great equalizer that drives all companies
towards similar processes and outcomes. Instead it’s driving the
leaders and laggards further apart.

Recent Report published by Dr. Andrew Mcafee and Dr. Erik Brynjolfsson from MIT Center of
Digital Business and MIT Sloan respectively. Reference WSJ – 04/25/2011
Agenda

 Knowledge Enigma
 Knowledge Management Definition
 Knowledge Management Strategy
 Implementation Approach
 Challenges & Lessons Learned
 Critical Success Factors
 Case Study
KNOWLEDGE ENIGMA
Pain Areas Impact Solution
• Knowledge exists in pockets • Extended Incident • Pragmatic Knowledge
but is not accessible by all Resolution Time Management based on
• Multiple, Disconnected and • Limited first call resolution Industry Best Practices

disparate repositories • Negative customer • Standardized and

• Limited Knowledge Transfer perception Federated Tool Sets

• Limited Knowledge Capture • Inconsistent and suboptimal • Concerted Effort with

• Limited Ownership - resides execution of processes defined Milestones over a 3

in vendor databases • Limited Self Service Year Roadmap

• Minimal tracking, and Capabilities • Articulated Measures of

recognition of knowledge • Reduced Productivity Success

• Knowledge Management is typically displayed within the Data–to–Information–to–Knowledge–to–Wisdom (DIKW)

structure. There are Key Knowledge Management activities around each element of this structure.
• We need to create the enterprise-wide ability to effectively transition useful data and information into critical knowledge
to ensure service stability, maintainability, and performance that lends itself to Organization wisdom.
KNOWLEDGE MANAGEMENT

 The purpose of Knowledge Management is to ensure that the

right information is delivered to the appropriate place or competent
person at the right time to enable informed decision making.
 Information Technology Infrastructure Library (ITIL)
 3 Spheres of Knowledge Management

TECHNOLOGY

KM Processes -
Technology -
These include
Provides a secure ANALYZE
standard processes for
central space where
knowledge-
employees, customers,
CREATE contribution, content
partners & suppliers OBSERVE management, retrieval,
exchange information,
membership on
share knowledge and
communities of
guide each other and the
organization to better KNOWLEDGE practice,
ORGANISATION implementation-
decisions. This could be
MAINTAIN projects based on
in the form of
knowledge-reuse,
knowledge-portal on the
REFINE methodology and
corporate intranet or a
standard formats to
centralized repository
document best-
which allows the team
DISSEMINATE
practices & case
members to use and
studies, etc.
share information.

People - The biggest challenge in Knowledge Management is to ensure

participation by all the team members in knowledge sharing, collaboration and
reuse to achieve business results. This is achieved by making small changes
in the culture through combination of trainings, motivation/recognition &
rewards etc.
* Source - Infosys KShop
 Evolution of Knowledge from Data

“Knowledge, not information, leads to a competitive advantage in business.”

Wisdom: a state of the human mind characterized

Nonalgorithmic Nonprogrammable by profound understanding and deep insight. It is
often, but not necessarily, accompanied by
WISDOM extensive formal knowledge.
M
a
t Knowledge is derived from information in the
KNOWLEDGE
u same way information is derived from data; it is a
r person‟s range of information.
i INFORMATION
t Information: Aggregation of data that makes
y decision making easier.

DATA Programmable
Algorithmic
Data: Unorganized and unprocessed facts; a set of
discrete facts about events.
From Data Processing to Knowledge-based Systems
Key Terms
Information assets are collections, patterns, and meaningful representation of data applied in Organization
contexts such as customers, contracts, services, projects and operations. They are useful for various
purposes including communication, coordination and control of business activities. Information assets
Information exist in various forms such as documents, messages, records. Examples are Business Acquisition
Report, Server Migration Reports, etc.

Knowledge assets are accumulations of awareness, experience, insight and intellectual property that are
associated with Organization operations. Management, Organization, People and Process type of assets
use and store knowledge assets. Examples - Information Security Program Standard, Known Error Record,
Knowledge Business Capabilities, Performance Expectations, Stakeholders and Resources list - etc.
Knowledge is dynamic and context based. Knowledge puts information into an „ease of use‟ form, which
can facilitate decision making.

The Process responsible for gathering, analyzing, storing and sharing knowledge and information within an
Knowledge Organization. The primary purpose of Knowledge Management is to improve Efficiency by reducing the
need to rediscover knowledge.
Management

A set of tools and databases that are used to manage knowledge and information. The SKMS includes the
Configuration Management System, as well as other tools and databases. The SKMS stores, manages,
Service Knowledge updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT
Management System Services.

Source – Derived from ITIL, Six Sigma and Consortium for Service Innovation Artifacts.
Knowledge based on Information Hierarchy
• Benchmarking and Advanced Analytics - At the
apex of the information heap is the need to
understand the effects of our operational decisions
and more importantly how we stack up regarding
Strategic our ability to deliver cost effective quality
Knowledge solutions/services to the business

• Service Value - In the middle are the many ways

we manage and ensure service value. This can be
Tactical in vendors performance, Organization process
performance, regulatory compliance, and security
Knowledge
assurance to name a few.

Immediate • Operational effectiveness- At the bottom our

Attention informational stack are taps into the core data
Operational which help us understand how well we are
Knowledge managing service performance, compliance and
overall IT Operational effectiveness.

Information Hierarchy
Characteristics of Knowledge Assets
There is a foot print that enables Ensures Knowledge Assets are following
tracking and traceability of every secure principles and the elements of the
stage of Asset Lifecycle. e.g. There assets are updated as per data integrity
is a paper trail of approval and and change management principles. e.g.
Integrity KEDB is updated with frequently occurring
review in Knowledge Management
database, etc. incidents by a authorized process, etc.

Knowledge Assets are

Available for deployment for
Traceability Availability Business Value. This implies
that Assets are usable and are
Knowledge accessible when needed by
Asset customers. This includes
Constructs Interoperability of Assets e.g.
Knowledge on Change
Management is shared and is
usable for Release
Management.
Each Asset must deliver value
that is clear to management and
the organization. Achieved Measurable Repeatability
value is significant, visible and Assets are created and maintained in
can be translated to financial a manner that is following a standard
benefits of cost, reduced risk or approach that is extendable for new
revenue/cash. e.g. Standards to assets and it is repeatable over time,
Exception mapping, etc. business units and geographies.
KNOWLEDGE STRATEGY
What comprises a knowledge strategy?

 Vision coupled to Strategic Objectives

 Clearly defined term for “knowledge” – specific to organization‟s
context
 Technology : A Service Knowledge Management System
 Knowledge Lifecycle – creation, update, publication and archival of
knowledge
 Knowledge Governance – roles, metrics, training
 Knowledge culture
 Knowledge Strategies
In the past, companies adopted one of 3 possible strategies. However, today only two, numbers 2 and 3 in the list below, are viable.
1. Reckless negligence. This strategy involves continuing with business as usual: doing little or nothing to improve the
capabilities in information, data, and knowledge management, assuming that we can cut corners and shave costs
without reprisal. Perhaps 25 to 30 percent of the companies in the world have chosen this strategy.
2. Knowledge Competence. The goal here is to be an efficient and effective company with just enough emphasis on
responsible management of the Knowledge. These are the characteristics of this Strategy:
– The Key People, Process and Tools capabilities have to be sufficiently developed to substantially reduce operational
inefficiency, but they do not have to be world-class . Under this strategy, the Knowledge is not the center of the business.
– Focus on delivering quality products and services to customers and shareholders through better knowledge.
– Comply with regulations and make adequate investments in building the capabilities for information, data, and knowledge
management as well as investing in Organization communication.
– Perhaps 50 percent of the companies in the world fall into this category. Typical examples are Consumer products
companies like Safeway, Unilever and Financial Services Companies like Barclays.
3. Knowledge as a competitive advantage. This strategy is often adopted by companies that are in the Knowledge
Intensive Industries or companies that want to up the ante in the spirit of continuous improvement. These are the Key
characteristics of this Strategy:
– This Strategy involves making Knowledge Management a critical capability of the organization.
– This capability distinguishes the company from the competition, attracts both employees and customers, and can earn an
enviable reputation among customers, investors, regulators, suppliers, and policymakers.
– Being a Knowledge-driven company is a painstaking and high investment endeavor, in which you pay as much attention to
incorporating effective Knowledge Practices in the Ongoing Business as to developing the next great product.
– Perhaps 20 percent of the companies in the world fall into this category. Typical examples are Companies renowned for
innovation like 3M, Apple and Companies that are in Knowledge Business like Mckinsey, Booz & Co. and Accenture.

Source – Infosys KM Practice

 Knowledge Lifecycle
Source : Industry Frameworks like ITIL, Six Sigma and TOGAF

Start of the Asset Lifecycle

• Continuous improvement in
alignment with business • The set of processes that define the
objectives Knowledge Asset or Artifact for the
• Add detail to the process and enterprise
continue to evaluate that the • Composed of Planning , Research and
Asset
controls are worth implementing Evolution Approval Processes
Definition
Process
Process

Asset Asset
Enforce-
ment Rollout
Ongoing Governance
Process Process
• The set of processes for facilitating
• Activities pertaining to monitor review, adoption of Knowledge Management
control, and correction of Asset across the organization
practices • The key processes include Collection,
• Capability Reviews Communication, consulting,
• Templates and detailed guidance on knowledge management, Change
implementing controls Management and training.
CASE STUDY
The Help Desk at a large Financial Services organization faced the following challenges:
– Low User satisfaction
– Large call volumes
– Phone primarily used by users to contact Help desk, leading to more cost of operations
– Poor knowledge management leading to no service improvement

 Scope
– Assess the knowledge and knowledge management practice
– Utilize Service-now platform as a medium for self- service and knowledge management
– Define the knowledge management lifecycle, workflow and roles

 Approach
– Demonstrate tangible benefits for the organization by piloting KM in a niche, but highly visible domain of Help
Desk.
– Deploy KM process through workflows, roles and responsibilities, governance mechanisms, templates and
metrics.
– Prepare the organization for the adoption the knowledge management culture through communication and
positioning knowledge as an integrator of all processes.
– Leveraged Service-now as a medium of deploying the KM process.
Demonstrate tangible benefits for the organization by
piloting KM for Help Desk
 Purpose
– Showcase tangible benefits by implementing basic Knowledge Management (ie a simple knowledge
repository and knowledge lifecycle).
– Secure executive sponsorship for KM strategy adoption
– Explore and understand the potential of the Service-now as a platform for enterprise wide knowledge
management

 Method
– Step 1: Analyzed the current call volumes and the cost associated with resolving the issues at various levels
(level 1, 2 & 3).
– Step 2: Recognize patterns and trends for the most frequently received calls/incidents.
– Step 3: Utilize Service-now as a platform to create a knowledge repository with knowledge cases for the
most frequently received calls/incidents and make the repository available to the Service Desk agents.
– Future step : Promote the knowledge cases as a self help for end users to refer to before approaching the
Service Desk.
– Step 4: Present the benefits realized due to the above KM pilot : Benefit realized in terms of the reduced
cost due to reduced call volumes. (Please note these are only tangible benefits. Intangibles like improved
efficiency of Service Desk also would also follow)
Deploy KM process through workflows, roles and
responsibilities, governance mechanisms, templates and
metrics
 Purpose
– Define a knowledge management process so as to capture the knowledge across the organization in a form
that can be easily applied.
– Make implicit knowledge explicit

 Components
 Design aspects
• Knowledge Lifecycle – knowledge capture, storage, search, retrieval and update.
• Integrates with Service Management processes across organization
• Governance mechanism for the knowledge generated and stored in the service-now database

 Technical / Operational aspects of KM process

• Define workflow for knowledge capture, storage, retrieval and update
• Define roles and responsibilities for Knowledge Management process – who can create, publish ,
reject and update cases
• Define templates and structure for the knowledge cases
• Define the gating criteria and visibility model for knowledge cases
• Identify and define feedback capture mechanism for knowledge cases
• Metrics to measure the effectiveness of the KM process
Prepare the organization for the knowledge culture
 Purpose
– Drive the adoption of the knowledge management process
– Capture, re-use, feedback and updation of knowledge becomes integral part of customer interaction and
service management processes
– Knowledge Management becomes the integrator between different business units/teams within organization
• In essence, Ensure success of KM strategy

 Methodology:
– Senior Leadership involvement in championing the Knowledge Management cause
– Identify training needs for Knowledge management and train the Service Desk agents on the use of the tool
and the knowledge lifecycle
– Change definition of “hero” – one who knows and shares it with entire team
– Recognize individuals and teams contributing the most (quality and quantity) to the capture, storage,
application of knowledge
– Establish Knowledge champions to sustain the knowledge sharing culture across the team/organization
SERVICE-NOW.COM AS THE LAUNCH PAD FOR
KNOWLEDGE
 Following features, helped accelerated launch of knowledge
 Workflow Engine:
 To deploy the Knowledge management process through the define knowledge lifecycle (creation, storage,
publication, search , retrieval and update)
 Deploy the gating criteria and visibility model for knowledge cases
 Import set / Export set
 Import the knowledge articles/cases from legacy database into Service-now knowledge base
 Approximately 800 knowledge cases migrated
 Content Management
 To develop portal for self service for the end users.
 Portal powered by the search engine and knowledge cases imported
 Identify and define feedback capture mechanism for knowledge cases
 Knowledge Base application
 Develop the template and form for the submission, validation and publication of knowledge by knowledge
team
 Report Generation
 Easy to configure real time metrics to report the knowledge management process effectiveness and
efficiency
 Metrics to measure the age, utilization and the feedback from end users on knowledge cases
SNAPSHOTS FROM SERVICE-NOW.COM
End User view of a knowledge case Knowledge Portal
CHALLENGES
Journey to adopt KM is not easy
 Why do we need a KM Strategy?
 Knowledge is too intangible to be captured
 What is ROI?
 Knowledge Management viewed and executed in silo, and not
viewed as process integrator
 A culture that encourages hoarding of knowledge, not sharing it
with peers
CRITICAL SUCCESS FACTORS
1
Knowledge Strategy that identifies the
vision, business goals, stakeholders, and
activities to be accomplished.
2
8
Detailed Planning that
incorporates activities, schedules,
Executive sponsorship will be
milestones, risk management, and essential to establishing this knowledge
the appropriate monitoring and sharing environment. The cultural changes
tracking tools to support success. necessary to shift to a sharing environment
must be actively supported and fostered
7 throughout the organization by executive
Integration of Knowledge team.
Strategy Executive
sharing into normal activities Leadership
so it doesn‟t appear as a burden, but 3

rather as an enabler.
User’s understanding and
Enablement Relevance commitment to use the
knowledge environment. A critical
6
mass of users who are willing to
Ongoing training and share, contribute, and use what is
support will be necessary to available must be established for the
both establish the critical mass potential of the environment to be
of users and to ensure the realized.
continued understanding and 5

effective use of the environment Technical infrastructure 4

as it evolves. must support sharing Motivation and reward systems

from both a cost and will need to be created to inspire people
architectural standpoint. to contribute to and use the knowledge
environment.
Lessons Learnt

 Small, but decisive steps at a time: Demonstrate tangible benefits for the
organization by piloting KM in a niche, but highly visible domain ex
Customer Service/Service Desk.

 Institutionalize KM process and infrastructure as the “integrator” for all

processes.

 Leverage Service-now as a medium of deploying the KM process.

 Prepare the organization for the adopting the knowledge management

culture through communication and enabling people.
Knowledge Management credentials
Infosys has a comprehensive Knowledge Management infrastructure complete with a dedicated team, a fully functional technical
infrastructure and, most importantly, increasing awareness of the criticality of knowledge sharing amongst all employees.
Infosys has a fully functional Knowledge Management portal (K-Shop) which acts as the central repository around which all Knowledge-
Sharing initiatives are built. The KM portal allows for on-line search and sharing of content thereby providing an integrated access
solution spanning across the corporate intranet.

As Infosys executes projects for its customers, apart from the

standard documents (like requirements, programs specifications,
test plans), Infosys team is actively encouraged to create and
share knowledge, while protecting client confidentiality and IPR.
Body of Knowledge – Infosys as a part of project closure dictates
that all project teams to publish their experiences as part of our
internal KM initiative. It is meant to be a central repository of
experiential knowledge that can be tapped by the rest of the
team. Many process improvements have resulted primarily
because of the above.

Infosys has won the prestigious Global Most Admired Knowledge Enterprises (MAKE) Award. A panel of Global Fortune 500
senior executives and internationally-recognized knowledge management experts chose the Global MAKE Winners. The annual
Global MAKE study is an international benchmark for KM practices.
Infosys is the only company founded and headquartered in India which has been named among the Global Most Admired
Knowledge Enterprises.

24 Internal
 Thank You

Principal Consultant Consultant

Anurag Bahal Balachandra Emani
Infosys Technologies Ltd Infosys Technologies Ltd
Anurag_bahal@infosys.com Balachandra_emani@infosys.com