OPS11-BP04 Perform knowledge management
Mechanisms exist for your team members to discover the information that they are looking for in a timely manner, access it, and identify that it’s current and complete. Mechanisms are present to identify needed content, content in need of refresh, and content that should be archived so that it’s no longer referenced.
Common anti-patterns:
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A single frustrated customer opens a support case for a new product feature request to address a perceived issue. It is added to the list of priority improvements.
Level of risk exposed if this best practice is not established: High
Implementation guidance
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Knowledge management: Ensure mechanisms exist for your team members to discover the information that they are looking for in a timely manner, access it, and identify that it’s current and complete. Maintain mechanisms to identify needed content, content in need of refresh, and content that should be archived so that it’s no longer referenced.
