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- Knowledge Base Builder
- Process
- Change and guidance
Change and guidance
A planned change can make a correct article stale. The change record holds the affected service, risk, scheduled start and end, rollback plan and status. The service owner and article owner can use that information to decide when guidance needs another read.
Step by step
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Record the change Service Manager
Service Manager captures the affected service, summary, risk, planned window and rollback plan. Keep the status aligned with the current change work.
- Keep the service, risk and planned interval together
- Updates Changes, Services
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Check affected guidance Knowledge Editor
Knowledge Editor reviews published articles that describe the service. Identify instructions that depend on behavior the change will alter.
- Identify an answer that depends on the service change
- Updates Knowledge articles, Services
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Prepare the edit Knowledge Editor
Knowledge Editor updates the article body with the new conditions and checks the owner. Use Review status when the change requires a fresh publication decision.
- Correct the text and request review
- Updates Knowledge articles
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Review article Article Reviewer
Article Reviewer checks the new wording against the change plan and approves publication after the service owner confirms the facts.
- Decide whether the revised answer is ready
- Updates Knowledge articles, Changes
ApprovalA person approves before the work moves on. -
Verify after the window Service Manager
Service Manager confirms the change's recorded outcome. If it was rolled back, the editor checks whether the article still reflects the operating service.
- Compare the actual outcome with published wording
- Updates Changes, Services, Knowledge articles
Who does what
Roles and permissions- Service Manager
- Owns the change and verifies its outcome, Knowledge Editor maintains the article, and Article Reviewer makes the publication decision.
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