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Service Transition (Knowledge Management)

  • Create the application knowledge notebook that stores critical application knowledge used by the support team and application users
  • Create the operational procedures that the team will use to collect and analyze application change information and knowledge
  • The application knowledge notebook is used to:
    • Mitigate the risk of staff or application user turnover
    • Increase accuracy of development and support estimates
    • Increase speed and accuracy of problem detection and correction
    • Reduce dependency on knowledge residing solely with specific subject matter experts
    • Understand and document the critical pressure points within an application
    • Document change and incident history for the application

3b - Service Transition_a

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