18 WI 2015 Knowledge Management

WORKING INSTRUCTION
KNOWLEDGE MANAGEMENT WITH
SUPPORT CENTER
Status 22/10/2015
Document History
Document History
Version Status 1 Name Comment Date
1
Status: 0.1 WIP Christian Marzian Creation 10/06/2010
• WIP (Work In Progress) 0.2 RR Christian Marzian Modification 21/06/2010
• Ready for Review (RR) 0.2 WIP Max Maier Review on paper 26.07.2010
• Approved 0.8 WIP Georg Roth Quality Mgr., footer and some other 26./29.07.2010
• Final formalism added
1.0 WIP Christian Marzian Revised on the basis of review 25/08/2010
comments of A.Stricker and M.Maier
plus input from I.Harz
1.1 WIP Christian Marzian Update: New KD template 14/07/2011
2.0 WIP Christian Marzian Update: KNOVA 8 features. 22/10/2015
New: Table of contents.
Document Approval
Version Name Function Acceptance Decision Date
1.0 Maximilian Maier Global Service Manager Acceptance Notice for 27/01/2011
MRM Transition Support Center
Document distribution
Version Name Function Date
18_WI 2010 Knowledge Management Status 22/10/2015 2

Table of Contents
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
5. Searching for KDs
6. Linking KDs to I3S Tickets
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs

Knowledge Management
Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Introduction – KNOVA Contact Center (= KNOVA)
 KNOVA is the Knowledge Management tool used by MR Help Desk and Support Center.
 KNOVA stores content as knowledge documents (KDs).
 A KD describes a solution for an incident/problem to be reused for other support cases.
 KDs are authored by all Support Center locations:

SC Location Application Cluster KD Input for 1st Level KD Solutions for 2nd Level
Europe RI-ADMIN X X
UWPF X X
Local Applications X --
America RI-ADMIN X X
UWPF X X
Local Applications -- --
Asia / Pacific RI-ADMIN X X
UWPF X X
Local Applications -- --

Introduction – SLA and General Guidelines
 Using KNOVA is obligatory for the Support Center members.
 SLA specifies objectives of Knowledge Management – see Service Manual.
 SLA specifies that KDs have to be authored in English language.
 SC members create KDs with 2nd level solutions. SC members also create input for 1 st level
solutions, which is then used by the 1st level support to create KDs.
 Main criterion for creating new KDs: reusability of solutions. For details, see slide
Creating KDs – Criteria for Creation.
 General Guideline: A KD which helped resolve an I3S ticket is to be associated with the
ticket. As I3S interfaces with KNOVA, the SC Agents are able to perform the following
actions on the basis of I3S incident or problem tickets:
 Search for KDs that apply to issues reported in I3S tickets. For details, see slide
Search via I3S Tickets.
 Link I3S tickets to KDs. For details, see slide Linking KDs to I3S Tickets.

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
KNOVA Roles – Overview
 Author:
 Each I3S user with KNOVA Edit rights has access to KNOVA as Author.
 According to SLA, all SC members are obliged to:
 Create new KDs. Criteria – see slide Creating KDs – Criteria for Creation.
 Update existing KDs. Criteria – see slide Updating KDs – Criteria for Updating.
 Local Administrator:
 SC Agent responsible for Knowledge Management with KNOVA.
 Two local administrators per Support Center location – see Team Responsibility Matrix.
 Local administrators review the formal and technical aspects of the KDs, publish/reject KDs,
and trigger deleting KDs.
 Local administrators log new KDs in KD list, and inform other SC members about new KDs.

KNOVA Roles – Role-specific Tasks in KNOVA
KNOVA Author
Known error /
incident solution
Does KD already yes Is KD correct and yes

END
exist? up-to-date?
no no
Create KD Update KD
Inform local admin

about KD
KNOVA Administrator
no
yes
Is KD correct in Submit & publish
form and content? KD

KNOVA Roles – Task-specific Access Rights
 Searching for KDs / linking KDs to I3S tickets: For performing these actions, you
need basic KNOVA access rights. Normally each I3S user has these rights.
 Authoring tasks: In order to create, update and delete KDs, you need special Edit
rights. Otherwise, the following buttons are not available for you:
 for creating new KDs.
 for updating and deleting existing KDs.
If you do not have the Edit rights, please contact your local Service Manager or the Help Desk.
 Local administrator tasks: In order to perform the local KNOVA administrator tasks,
special Publish rights are required.

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
General Process – Overview
I3S
I3S incident or problem Known error or
ticket incident / problem
solution (i.e. not
triggered by ticket)
Start KNOVA from I3S ti

Start KNOVA via URL
KNOVA cket
Perform a search in KN
OVA
Perform a search in KN
OVA
No KD available Applicable KD
available
Close KNOVA Applicable KD

No KD available
available
Start KNOVA via U

RL
Create new KD
Create new KD
Link I3S ticket to K Link I3S ticket to K

D D
Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Accessing KNOVA – Overview
You can access KNOVA:
 Directly via KNOVA URL. This access enables the authors and local administrators to
perform all actions in KNOVA: search, create, update, publish, etc.
 Via I3S. Or more precisely, on the basis of an I3S incident or problem ticket. In this case,
KNOVA is started by I3S. This access enables you to:
 Search for KDs that apply to the issue reported in the I3S ticket.
 Link the I3S ticket to a KD.
Important note: The I3S / KNOVA interface technically enables you to enter KNOVA via I3S,
and then to create or update KDs. However, it is strongly recommended not
to use this access for authoring purposes! Please always access KNOVA
directly via its URL if you intend to perform any authoring tasks.

Accessing KNOVA – Two Alternatives
 Direct KNOVA access: http://knova.munich.munichre.com/knowledgecentral/logout.do

 Log in with your regular Windows user name and password.
 Specify the domain depending on your SC location:
 SC Europe members: munich.munichre.com
 SC America members: amre.com
 SC APAC members: as.munichre.com
 Access to KNOVA via I3S (no logon required):

Open a ticket, and click on one of the following buttons: Product Search or Subject
Search.
* ’Product Search’ button opens the KNOVA Resolution Workbench, presets ticket subject and
affected element, and enables linking ticket to KD.
* ’Subject Search’ button opens the KNOVA Resolution Workbench, presets ticket subject only,
and enables linking ticket to KD.

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Searching for KDs – Search via I3S Tickets
1. Open ticket in I3S.
2. Click on one of the following buttons: Product Search or Subject Search.

* ’Product Search’ button opens the KNOVA Resolution Workbench, presets ticket subject and
affected element, and enables linking ticket to KD.
* ’Subject Search’ button opens the KNOVA Resolution Workbench, presets ticket subject only,
and enables linking ticket to KD.
3. Subject and affected element is transferred to KNOVA:
3a. Change subject (= search term), 3b. Change product (= affected

if necessary. element), if applicable.
4. You can also use Advanced Search, for example, if you want to search for your own KDs.
5. Click on the Search button.

Searching for KDs – Direct Search in KNOVA
1. Open KNOVA via URL.
2. Go to your location-specific tab (e.g. ‘Munich RE’), and enter the search term and/or
affected element (= product):
2a. Enter a search 2b. Select one or more products

term. (= affected elements).
3. You can also use Advanced Search, for example, if you want to search for your own KDs.
4. Click the Search button.

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Linking KDs to I3S Tickets
Part I
You can only link a KD to an I3S ticket which is open (i.e. not in the state ‘Resolved’ or ‘Closed’), and
assigned to you. To create the link, go to the ticket in question and search for KDs as described on slide
Searching for KDs – Search via I3S Tickets.
Once you have found a solution, proceed as follows in KNOVA:
1. In the Diagnose area, click on the plus sign of the KD which is the solution for your ticket:
2. Make sure that the selected KD is selected in the Respond area.
3. Click on the Reference to Case button.

Linking KDs to I3S Tickets
Part II
4. In the I3S ticket, click on the Save button. The KNOVA Related Documents section of the
ticket is updated with the KNOVA ID of the KD and hyperlinked to it. Example:

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Creating KDs – Criteria for Creation
Each Support Center member, who has the Edit rights in KNOVA, is authorized to create
knowledge documents (KDs) and send them to the local KNOVA administrator. The
administrator is responsible for reviewing the formal and technical aspects of the KDs, and
publishing the KDs.
KDs are to be created for the following:
1. Solutions for known errors.
2. Workarounds for recognized system issues.
3. Incident/problem solutions which should be captured for reusing purposes,

that is, in order to be used for similar support cases in future.
Important notes:
• In order to create a KD, please always access KNOVA directly via its URL, and not via I3S!
• A KD needs to be created only if there is no eTask information available for the support case
in question.

Creating KDs – Process Overview
Initial Situation Known error or

incident / problem
solution
No knowledge
No eTask information
document (KD)
available
available
KNOVA Author
Create KD
Inform local KNOVA Admin

about new KD
KNOVA Administrator Check KD in respect

of form and content
Submit & publish

KD
Inform team
members about
new KD

Creating KDs – Process Steps for Author
Part I
You can create a KD if you have Edit rights in KNOVA. Proceed as follows:
2. Go to the Content Manager tab, and click on the Create Document button:
3. Select the template 2nd Level, which is intended to be used by the Support Center for
creating 2nd level solutions:

Creating KDs – Process Steps for Author
Part II
4. On the Content tab of the KD draft, add the following:

• Document title.
• Service provider L2 Support Center.
• One or more products (= affected elements).
• Issue, e.g. error message. Please do not change the preset access levels Level 1 and Author.
• Solution. Important notes:
• Enter a solution for the 2nd level support (= Support Center).
• Do not change the preset access levels Level 1 and Author.
• Attachment(s), if necessary.
Note: eTask provides a style guide for creating KDs.
5. Click on the Save button to save the draft.
6. Finally click on the arrow sign next to the Save button, and select Submit or Submit to:
• Submit – KD will appear in the KNOVA inboxes of local administrators for formal review and publishing
(= changing KD status from “Review” to “Publish”).
• Submit to – You can decide which status the KD will get: “Review” or “Publish”. If you are a local
administrator, you can publish the KD directly using this button.

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Updating KDs – Criteria for Updating
If a knowledge document (KD) contains an out-of-date description, it needs to be updated. The

update can be done by the KD author, or any other SC member who has the Edit rights in
KNOVA.
Updating KDs is triggered by the following:
1. Known change of incident or problem solution.
2. New release of software – regular check of application-specific KDs after releases.
3. Quarterly check – regular check regardless of releases/bugfixes.
Important note: In order to update a KD, please always access KNOVA directly via its URL,
and not via I3S!

Updating KDs – Process Overview
Initial Situation
Known change of
incident / problem
solution Applicable knowledge
document (KD)
out-of-date
KNOVA Author
Update KD
Inform KD author + local

KNOVA Admin about updated
KD
KNOVA Administrator Check KD in respect

of form and content
Submit & publish

KD
Inform team
members about
updated KD

Updating KDs – Process Steps for Author
You can update a KD if you have Edit rights in KNOVA. Proceed as follows:
2. Search for the relevant KD and open it.
3. Click on the button, and make your changes.
4. Click on the Save button to save your changes.
• Submit – KD will appear in the KNOVA inboxes of local administrators for formal review and publishing
(= changing KD status from “Review” to “Publish”).
• Submit to – You can decide which status the KD will get: “Review” or “Publish”. If you are a local
administrator, you can publish the KD directly using this button.

Updating KDs – Restoring Previous KD Version
3. Click on to edit the KD.
4. Open the History tab. All previous versions of the KD are listed:
5. Double-click the version in question to open it.
6. Click on the Rollback button in the upper left corner of the window.
7. Click on Replace in the following message to restore the version:

0
Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Deleting KDs – Criteria for Deletion
KDs which have lost their relevance or have become misleading, need to be removed from
KNOVA:
 The author of a KD, or any other SC member who has the Edit rights in KNOVA, have the
possibility to remove the KD from public view.
 KDs cannot be physically deleted by the SC members – neither by authors nor by local
KNOVA administrators. This can only be done by the central KNOVA administrator.
Deleting KDs is triggered by the following:
1. Incident or problem is solved.
2. New release of software – regular check of application-specific KDs after releases.
3. Quarterly check – regular check regardless of releases/bugfixes.

Deleting KDs – Process Overview
Initial Situation
Incident / problem no
longer exists Applicable knowledge
document (KD)
irrelevant / misleading
KNOVA Author Update KD: Precede title with

string ‘Archived – ’
Change KD’s ‘Archive State’

from ‘Active’ to ‘Deleted’ or
‘Archived’
Inform KD author + local

KNOVA Admin about
irrelevant KD
KNOVA Administrator Check KD under

formal aspects
Submit & publish

KD
Inform team
members about
irrelevant KD

Deleting KDs – Process Steps
You can remove a KD from public view if you have Edit rights in KNOVA. Proceed as follows:
3. Click on to edit the KD.
4. Precede the KD title with the following string: Archived –
5. In the Archive State section of the KD:

a) First deselect (uncheck) ‘Active’.
b) Then select (check) ‘Deleted’ or ‘Archived’.
5. Click on the Save button to save your changes.
After the local KNOVA administrator has published a KD marked as ‘Archived’ or ‘Deleted’, it is no longer
available for public view. Only users with Publish rights (e.g. local admins) are able to see and change it via
the Lifecycle Manager.
Note: KNOVA document #27140 provides background information on deleting KDs.

Content
1. Introduction
2. KNOVA Roles
3. General Process
4. Accessing KNOVA
7. Creating KDs
8. Updating KDs
9. Deleting KDs
10. Publishing KDs
Publishing KDs – Process Overview
KNOVA Author
Create KD Update KD
Inform local admin

about KD
no
KNOVA Administrator
yes
Log new KD in
Is KD correct in Submit & publish Support Center’s
form and content? KD KD list
Is KD relevant for no
END
team members?
yes
Inform team
members about
new / updated KD

Publishing KDs – Process Steps of Local Administrator
The following instructions are meant for local KNOVA administrators. Only a user with the
Admin rights is able to publish KDs. Proceed as follows:
2. The Tasks tab shows all KDs to be published. Select (check) the KD in question, and then
click on the KD title. The KD is displayed in the bottom part of the window.
3. Check the KD in respect of form and content.
4. Click on the Publish button. It will then be available for public view.
5. Log the new KD in the KNOVA report.
6. Inform other SC members about the new KD – send info mail to distribution list (local pool
inboxes) with subject !KD!…
Regular admin task: Monthly KD report listing created, updated and deleted KDs.

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WORKING INSTRUCTION

KNOWLEDGE MANAGEMENT WITH

18_WI 2010 Knowledge Management Status 22/10/2015 2

18_WI 2010 Knowledge Management Status 22/10/2015 3

 KNOVA stores content as knowledge documents (KDs).

 A KD describes a solution for an incident/problem to be reused for other support cases.

 KDs are authored by all Support Center locations:

18_WI 2010 Knowledge Management Status 22/10/2015 5

 Using KNOVA is obligatory for the Support Center members.

 SLA specifies objectives of Knowledge Management – see Service Manual.

 SLA specifies that KDs have to be authored in English language.

18_WI 2010 Knowledge Management Status 22/10/2015 6

 According to SLA, all SC members are obliged to:

 SC Agent responsible for Knowledge Management with KNOVA.

18_WI 2010 Knowledge Management Status 22/10/2015 8

Does KD already yes Is KD correct and yes

Inform local admin

18_WI 2010 Knowledge Management Status 22/10/2015 9

 for updating and deleting existing KDs.

18_WI 2010 Knowledge Management Status 22/10/2015 10

Start KNOVA from I3S ti

Close KNOVA Applicable KD

Start KNOVA via U

Link I3S ticket to K Link I3S ticket to K

You can access KNOVA:

 Link the I3S ticket to a KD.

18_WI 2010 Knowledge Management Status 22/10/2015 14

 Direct KNOVA access: http://knova.munich.munichre.com/knowledgecentral/logout.do

 Access to KNOVA via I3S (no logon required):

18_WI 2010 Knowledge Management Status 22/10/2015 15

1. Open ticket in I3S.

2. Click on one of the following buttons: Product Search or Subject Search.

3. Subject and affected element is transferred to KNOVA:

3a. Change subject (= search term), 3b. Change product (= affected

5. Click on the Search button.

18_WI 2010 Knowledge Management Status 22/10/2015 17

1. Open KNOVA via URL.

2a. Enter a search 2b. Select one or more products

4. Click the Search button.

18_WI 2010 Knowledge Management Status 22/10/2015 18

Once you have found a solution, proceed as follows in KNOVA:

2. Make sure that the selected KD is selected in the Respond area.

3. Click on the Reference to Case button.

18_WI 2010 Knowledge Management Status 22/10/2015 20

18_WI 2010 Knowledge Management Status 22/10/2015 21

KDs are to be created for the following:

1. Solutions for known errors.

2. Workarounds for recognized system issues.

3. Incident/problem solutions which should be captured for reusing purposes,

18_WI 2010 Knowledge Management Status 22/10/2015 23

Initial Situation Known error or

Inform local KNOVA Admin

KNOVA Administrator Check KD in respect

Submit & publish

18_WI 2010 Knowledge Management Status 22/10/2015 24

1. Open KNOVA via URL.

18_WI 2010 Knowledge Management Status 22/10/2015 25

4. On the Content tab of the KD draft, add the following:

5. Click on the Save button to save the draft.

18_WI 2010 Knowledge Management Status 22/10/2015 26

If a knowledge document (KD) contains an out-of-date description, it needs to be updated. The

Updating KDs is triggered by the following:

1. Known change of incident or problem solution.

2. New release of software – regular check of application-specific KDs after releases.