Frank McSherry Researcher Microsoft Research, Silicon Valley.
Renee McSherry - Service Management
Transcript of Renee McSherry - Service Management
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Renee McSherryCurrent ~ Service Desk Team Leader @ DAFPrevious ~ Knowledge Manager @ QUT
Knowledge Centered Support, key to service delivery
itSMF Australia’s 19th Annual National Conference
August 2016
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What we’ll go through today?
What is ‘Knowledge Centred Support’?
QUT’s ‘Knowledge Centred Support’ journey.
QUT’s challenges, lessons learnt and successes.
Renee’s ‘KCS top 3’ things to consider.
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What is ‘Knowledge Centred Support’
Knowledge Centered Support (KCS) is a methodology. It is based around four key processes
that show you how to underpin your ITIL operational functions with knowledge management
practices to provide quality service outcomes.
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How does KCS fit with ITIL?
ITIL is a best practice framework.
(Defines what and why)
KCS is a methodology.
(Defines what, why and how)
Support content
Capture
Structure
Reuse
Improve
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QUT’s knowledge centred support journey
What were the challenges to over come with KCS?
How did QUT solve them with KCS?
What did the solution look like?
How did it all come together?
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IT support challenges at QUT
Reduce time to on-board new staff.
Increase staff satisfaction.
Do more with same.
Reduce escalations.
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How did QUT solve these with KCS?
Reducing duplication.
Accessibility.
Segmentation and integration.
KB
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What did this look like?
Examples for customers.
Connecting customers to help resources and services request forms
available from the service management tool, with direct access from
any source.
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Customer access to help resources from intranet.
Intranet service page Service management tool
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Customer access to request forms from intranet.
Intranet service page Service management tool
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Customer access to possible solutions.
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What did this look like?
Examples for agents.
Connecting agents to help resources with direct access to
knowledge from the incident window.
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Agent access to knowledge.
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Great stuff, but how?
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A structured pathway to success
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A structured pathway to success
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What did this look like over time?
2011
2012
2013
2014
2015
2016
KCS processInternal release
Upgrade interfacesSelf-service release
Mobile interfacesWriting skills
KCS strategySME’s workflow
Migrate to SM toolIntegrated intranet
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QUT’s lessons learned?
Mindset changes.
Search effectiveness.
Timely Improvements.
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QUT’s successes
Shared understanding
Knowledge is not nice to have, but a must have
Widening the breath of support services
Reduction in 3rd tier escalations
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Renee’s ‘Top 3’ things to consider
1. Content planning.
2. Self-service strategy.
3. Think about your audience (both agent and self-service)
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What we went through today?
What is ‘Knowledge Centred Support’?
QUT’s ‘Knowledge Centred Support’ journey.
QUT’s challenges, lessons learnt and successes.
Renee’s ‘KCS Top 3’ things to consider.
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Stay connected
www.linkedin.com/in/reneemcsherry
www.linkedin.com/groups/2066490 (practical KCS discussion group)