Transport for London - Knowledge Strategy

Service Desk Knowledge Gathering

Knowledge Strategy

12/01/2014 - 12/09/2014

A strategy document detailing the approach we plan to take to the whole knowledge workstream of the project

Knowledge Gathering Planning workshop - CSC & TfL

12/10/2014

A workshop to plan the knowledge activities in detail with the client and the incumbant

Service Desk resources & UKSCI access to Remedy

12/11/2014 - 12/19/2014

UKSCI in Tenerife & Poland

01/05/2015 - 01/09/2015

UKSCI gathering knowledge of our offshore operational practises

Group A - 3 x Service Desk resources with CSC

01/12/2015 - 01/16/2015

2x POL 1x TFE to understand the CMO

Group B - 3 x Service Desk resources with TfL

01/12/2015 - 01/16/2015

1x POL 2x TFE to understand the Client and it's business needs

Group A - 3 x Service Desk resources with TfL

01/19/2015 - 01/23/2015

2x POL 1x TFE to understand the Client and it's business needs

Group B - 3 x Service Desk resources with CSC

01/19/2015 - 01/23/2015

1x POL 2x TFE to understand the CMO

Service Desk Knowledge Transfer

Knowledge to be documented

01/26/2015 - 01/30/2015

All 6 Service Desk resources to document the knowledge gathered

Develop Knowledge Transfer Delivery Plan

02/02/2015 - 02/06/2015

Populate knowledge base

02/02/2015 - 02/06/2015

Knowledge Transfer Delivery

02/16/2015 - 02/27/2015

All knowledge now documented to be trained to the rest of the Service Desk resources

Technologies & Tooling

Access to remote connection tools

02/09/2015 - 02/13/2015

Full Service Desk access to Remedy

02/09/2015 - 02/13/2015

Access to Genesys

02/09/2015 - 02/13/2015