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

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

3. 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

4. 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

5. 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

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