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name: knowledge-management description: > Design IT knowledge management — article templates, review workflows, KCS practices, metrics, and retirement policies. TRIGGER when: user says /knowledge-management, needs to improve IT knowledge sharing, or asks about KCS or knowledge base practices. argument-hint: "[IT knowledge domain or team]" user-invocable: true

IT Knowledge Management

Process

Step 1: Assess Current State

Dimension	Questions
Content volume	How many articles exist?
Quality	What % are current and accurate?
Usage	How often are articles accessed?
Coverage	What % of incidents have KB matches?
Process	Who creates/reviews/retires content?

Step 2: Implement KCS (Knowledge-Centered Service)

KCS Practice	Implementation
Capture	Create/update articles as part of incident resolution
Structure	Consistent templates with problem-cause-resolution
Reuse	Search before creating, link articles to tickets
Improve	Flag inaccurate content, track usage metrics

Step 3: Design Article Templates

Incident resolution template:

# [Problem Title]
## Symptoms: [What the user sees]
## Environment: [Affected systems/versions]
## Cause: [Root cause]
## Resolution: [Step-by-step fix]
## Workaround: [Temporary solution if applicable]
## Related: [Links to related articles]

Step 4: Define Review Workflow

Stage	Owner	Action
Draft	Resolver	Created during incident
Review	SME	Technical accuracy check
Published	KB Manager	Approved for self-service
Retired	KB Manager	Archived when obsolete

Step 5: Track Metrics

Metric	Target
Articles linked to incidents	> 60%
Self-service resolution rate	> 40%
Article accuracy rating	> 90%
Average article age	< 12 months
Zero-match incident rate	< 20%

Output Format

## KM Plan: [Scope]
### Current State: [metrics]
### KCS Implementation: [phased plan]
### Templates: [article types]
### Metrics: [targets]

Quality Checklist

• KCS practices aligned with incident workflow
• Article templates are standardized
• Review process has clear ownership
• Metrics track usage and quality
• Retirement policy prevents stale content

Edge Cases

• For new KB, seed with top-50 most common incident resolutions
• If KCS adoption is low, start with one team as a pilot
• For vendor-specific knowledge, link to vendor docs rather than duplicating