All creators are cIT employees or contractors working directly with an employee. All creators have access to Halo. All creators have access to the free version of Visio. (minimum requirement for mapping).

Creators developing more detailed process maps may be required to have a paid version of Visio. User should contact the QA Manager for more details.

Artifact storage of non-KB articles depends on the completion of the SharePoint migration.

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All cIT employees and contractors are required to follow these standards during the creation and modification process of an article or process map. All knowledge approvers are required to follow the acceptance and approval criteria needed to publish an article or process map.

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1. Visio will be the application used to create internal business process mapping.

• All cIT employees have access to the free online version of Visio

• CI/QA committee members may be required to have a paid version of Visio.

• Process maps will be created in the CI/QA SharePoint space (dependent on migration)

• Copies of the process maps will be stored - TBD

1. All cIT internal articles related to process, procedure, work instructions, standards, and 3rd Party KBs will be created, approved, and stored in Knowledge - Halo.

• Policy (corporate), Process, SOP, Standards, and WI articles are controlled documents and would be used to show evidence of cIT procedures in the event of a client or vendor audit

• Refer to the cIT document pyramid standard for more details

• 3rd party articles would not be considered controlled. (cIT cannot control 3rd party documents)

2. Naming convention for each article type can be found in the corresponding template.
3. Must adhere to the documentation pyramid.
4. All slots on the article need to be filled out. If it does not apply, indicate “N/A” in the slot.
5. Only the CI/QA committee will create the headers for a core process or process.

• Requests for a process need to be submitted to CI/QA via a request ticket in Halo

5. Link requirements - Hyperlink text display to users must be:

• The URL the hyperlink will open, or

• A description of what the hyperlink will open

6. Attachment requirements -

• The attached file must be less than 10MB

• Documents and images only.

• No .zip, .msi, .exe, etc. are to be attached to a KB article.

• Create a link to an external vendor website or centrexIT SharePoint site that contains the file name in the KB article

• Attachments must support or enhance the written text in a document

  An attachment IS NOT considered to be the KB article

7. Image requirements -

• The longest edge of the image must be less than 1000px

• The image size must be less than 10MB

• The file name of an image must contain the DCN and an index number

• DCN326168604428-001

• DCN326168604428-002

• DCN326168604428-003

• Images must be formatted as a gif, jpg, jpeg, or png. PNG is the preferred format

• Images must be embedded inside the text of the KB article

• Alt text descriptions are required for each uploaded image. This enables screen readers to interpret the image and eases the resolution of broken links to images.

1. All client articles need to use the “Client Information” template only. —All references to third party articles that are specific to a client are still to use the client information.

1. The storage of process artifacts, records, checklists, or any other input or output that is not a map or article will be determined during the SharePoint migration completion.

1. Draft - this status is for an unpublished article that the author or owner should actively be working on.
2. Review - this status is when the article is complete and ready for the Approval team to review for publication or rejection.
3. Rejected - this status indicates that there is an issue(s) that needs to be corrected before the article can be approved and published.
4. Recently Published - is a filter status that shows articles that have been recently published in the past 30 days, to make new articles easy to find.
5. Expiring Soon - is the status that notifies the owner that a published article is 20-days, then 10-days, and finally 3-days away from expiring. The owner should review the notification and either get the article moved into “Draft” if it needs to be re-approved for publication and restart the expiration date or “Archived” if the article is no longer applicable.
6. Expired - is a temporary status of an article that either needs to be reviewed, revised, and re-published because it is still applicable, or a decision must be made to archive.
7. Archive - this is the final lifecycle status. Once an article is moved into Archived status, it cannot be re-published.

1. The article is for centrexIT and has been created in the correct space.

• Client specific articles should be in the client space

• In general articles can be in cIT space, with no reference to a client

2. The correct core process, process, SOP, and/or other WI’s has been selected and has been associated with the article.
3. The correct department has been selected.

• Department should be the primary department responsible for completing the task.

• If WI applies to more than one department, use “ALL”, and the responsibilities of each department should be defined in the Responsibility section.

4. Each section has been completed.
5. Approver is not the author or owner of the article.
6. Until automated, the knowledge approver will notify the author of rejection if data is missing or incorrect.
7. Each article follows naming convention for each document type.

1. All client specific articles should only be approved as “client information” articles.

Should there be an opportunity to standardize tag formatting and have the use of list, this ST will be revisited.

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N/A

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1. Core Process - CORE - represents an essential group of activities needed to achieve the goals and mission of the organization.
2. Process - PR - represents the highest-level description of a large task or series of related tasks that either produce an outcome or goal located within a core process.
3. Procedure - SOP - provides the sequence of tasks that are performed to achieve a specific outcome.
4. Work instruction - WI - the most detailed description of a specific task
5. 3rd Party KB - 3P - represents steps and support documentation from a vendor or tool that cIT uses and does not control (generic in nature)
6. Client Information - all articles in a client space used to support client-specific activities.
7. CI/QA - Continuous Improvement and Quality Assurance committee is responsible for setting the standards for knowledge documentation.

Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.