itSMF Knowledge Management Katie Plyler Service Management Team October 2016 © Talen Energy Supply, LLC 2016

Implementation Five month project to implement 8 processes, including knowledge management and a tool (Service Now) Soft go-live in October, 2015

Implementation Objectives No development; use of out-of-the box functionality Knowledge articles created, managed, and owned by the subject matter experts Category structure that could be implemented quickly and withstand changes within the organization Optional use of Configuration Items (CI) to assign content owners and generate meaningful search results Optional knowledge article templates

Implementation Approach Determined what PPL knowledge articles would be applicable for Talen Imported 1200 knowledge articles Reviewed existing articles with subject matter experts to modify or retire invalid information Assisted subject matter experts with creation of new articles Training

Implementation Challenges Knowledge articles created, managed, and owned by the subject matter experts Use of Configuration Items (CI) to assign content owners and generate meaningful search results

Next Steps Promote self-service knowledge searching Implement a process for subject matter experts to analyze feedback on their knowledge articles