BIZOPS-42 Knowledge Center

What is this control about?

Implementing the control of a Knowledge Center is important for organizations to effectively manage and share knowledge within the organization.

Available tools in the marketplace

Confluence Notion

Available templates

TrustCloud has a curated list of templates, internally or externally sourced, to help you get started. Click on the link for a downloadable version:

• N/A no templates available for this control

Control implementation

Here are some steps to consider when implementing the control of a Knowledge Center program:

• Identify Knowledge Categories: Identify the different categories or topics of knowledge that will be included in the Knowledge Center. This may include policies, procedures, guidelines, best practices, templates, training materials, and other relevant resources. Categorize the knowledge to facilitate easy navigation and retrieval.
• Select a Knowledge Management System: Evaluate and select a suitable knowledge management system or platform to host the Knowledge Center. Consider factors such as ease of use, scalability, security features, customization options, and integration capabilities with other systems. Popular options include Microsoft SharePoint, Confluence, and Document360.
• Populate the Knowledge Center: Start populating the Knowledge Center with relevant knowledge resources. Ensure that the content is accurate, up-to-date, and properly categorized. Leverage existing documentation and resources within the organization and work with subject matter experts to create or revise content as needed.
• Promote User Engagement: Encourage user engagement and participation within the Knowledge Center. Promote the use of the platform through communication, training, and awareness programs. Encourage employees to contribute their knowledge, share insights, and collaborate with others. Foster a culture of continuous learning and knowledge sharing.
• Monitor and Maintain the Knowledge Center: Continuously monitor and maintain the Knowledge Center to ensure its effectiveness. Regularly review and update content, retire outdated information, and address any user feedback or suggestions. Monitor user activity, track usage metrics, and identify opportunities for improvement

What evidence is the auditor looking for?

Most auditors, at a minimum, are looking for documentation that is documented within a ticketing system, along with:

• Knowledge Center Processes: Auditors will review the documented processes for content management within the Knowledge Center. This includes guidelines for content creation, review, approval, and publication. The documentation should demonstrate that there are established processes for maintaining the accuracy, quality, and relevancy of the knowledge resources.

Evidence example

For the suggested action, an example is provided below:

1. Knowledge Center Processes

Screenshot source