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Subject Matter Expert (SME) and SOP

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Guest user Created:   Aug 16, 2018 Last commented:   Aug 21, 2018

Subject Matter Expert (SME) and SOP

I am creating the Standard Operating Procedure (SOP) to get the SME utilized in the Service Operation Management (SOM). Our main business is Telco industry in which our SOM division has 7 function whereas this function has its own SME. Some weak points that we have from our SME is lack of experience, knowledge gap and unawareness of monitoring utilities. Also, in some cases, the SME is unaware of project activities & update of product knowledge. Can you enlighten what things or procedure to be applied so that I can start writing the SOP document? Appreciate your response. Thank you.
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Branimir Valentic Aug 16, 2018

Answer:
To be precise, I would need much more details, but from the information I have I think you need to set SOM in a way do:
1. define organization that will support all your services (and customer) without duplicating expertise throughout the organization
2. set processes according to the organizational setup i.e. services you support (that includes SOP's)
3. implement tool(s) that will support your activities
4- educate people (bot, SME's and non-SME's)

Here are few articles that can help you:
"5 things to beware of when selecting an ITSM tool" https://advisera.com/20000academy/blog/2016/03/08/5-things-to-beware-of-when-selecting-an-itsm-tool/
"Defining roles and responsibilities for ISO 20000-based IT Service Management" https://advisera.com/20000academy/blog/2017/10/18/defining-roles-and-responsibilities-for-iso-20000-based-it-service-management/
"How to perform ISO 20000 training and awareness" https://advisera.com/20000academy/blog/2017/01/17/how-to-perform-iso-20000-training-and-awareness/
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ionous79 Aug 21, 2018
Thank you for enlightening the question. However, from your statement, I need to clarify something:
The organization you mentioned in #1, does it mean "function" according to the question?
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Expert
Branimir Valentic Aug 22, 2018
What I meant is - if you have 7 functions, and if you have SME in certain technology - use it (one or more persons) for all functions.
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