Overview
Knowledge base articles created in UA's Enterprise Service Management (ESM) system should be periodically reviewed in order to ensure articles remain accurate, and relevant. Depending upon the nature of the article's content, articles should be reviewed every 6 months to a maximum of one year from the current date of review. This article identifies the process for identifying articles ready for review, steps to evaluate and review the content and settings, roles and responsibilities and how to track time spent maintaining knowledge base articles.
KB Article Review Roles and Responsibilities
| Role |
Description |
Primary Responsibilities |
| Article Owner |
The team, or individual who is responsible for the Knowledge Base article.
This is typically the Service Owner.
Subject Matter Expert (SME)
|
- Monitor the KM dashboard monthly to identify articles that are ready for their next review.
- Evaluate each article to determine if it is still relevant in the current environment.
- Review article according to the steps below
|
| Manager |
The Supervisor, or Director to whom the Service Owner/Article Owner reports. |
- Review report of articles to be reviewed monthly.
- Communicates with team about what needs to be done and set expectations.
- Establish whether or not they have the time to do the work, and ensure staff plan time to do the work.
- Follow through and ensure accountability for knowledge base article updates.
|
| Service Desk |
The team with the overall responsibility for the Major Administrative Unit (MAU) Service Portal Knowledge Base. |
- Review recently modified articles to ensure adherence to documented standards.
|
| Enterprise Service Management Team |
The team with the overall administrative responsibility for the Enterprise Service management system. |
- Create and maintain reports for Knowledge Base Article Review Process and dashboards.
|
What materials do I need?
- Internet connectivity
- A web browser
- KB privileges within one, or more, of the UA ESM system Service Portal(s)
Review Steps
- Access the Knowledge Management (KM) dashboard and look under the KM - Published Articles Due for Review report.
- If you are a member of the Owning Group, then click the article's Subject to open the KB article for review.
- Depending upon your browser settings/preferences the article may open either in a new window, or a new tab.
- Determine if the article is still relevant to the university community.
- If not, consider if writing a new article about topic is appropriate with information relevant to the current environment.
- If your access permissions allow, archive the original article, and set the Replacement Article as appropriate. If you have insufficient permissions notify the applicable Service Desk to archive the article.
- If the article is still relevant, proceed to the next step.
- Review the article's Content and consider:
- Does the subject/title adhere to the published standards (see Knowledge Article Title Strategies for details)?
- Does the style adhere to the published standards (see Knowledge Article Style Guidelines for details)?
- Is it written for the appropriate target audience?
- Is the information in the body accurate?
- Are there links to other sources of information?
- If so, do the links still work, and is the information on the linked pages still accurate?
- Review the article's Settings
- Update the Next Review Date to be no more than a year in the future.
- Ensure the Notify Article Owner of Review Date is selected.
- Ensure the Notify Owner on Feedback is selected.
- Click Save.
- Review the article's Related Articles. Add, or remove related articles as applicable.
- Review the article's Related Services. Add, or remove related services as applicable.
- Review the article's attached Files for accuracy. Update, or remove files as applicable.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.