TAKING CONTROL OF THE KNOWLEDGE FLOW BY USING SELF-SERVICE AND KCS - Rob Matheson.
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TAKING CONTROL OF THE KNOWLEDGE FLOW BY USING SELF-SERVICE AND KCS - Rob Matheson
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Transcript of TAKING CONTROL OF THE KNOWLEDGE FLOW BY USING SELF-SERVICE AND KCS - Rob Matheson.
TAKING CONTROL OF THE KNOWLEDGE FLOW BY USING SELF-SERVICE AND KCS
- Rob Matheson
Today's Agenda
Service Desk Challenges
End user behaviors
Turn your support team into heroes
Using KCS principles to improve Self-service
The Redundancy Factor
Support organizations report that 65% to 85% of the problems they solve have been solved before. Many companies are reinventing answers and resolutions that already exist somewhere in the organization.
Reasons for Implementing KCS according to the Consortium for Service Innovation
Solve cases and incidents faster: 50%-60% improved resolution, 30%-50% increase in first contact resolution
Optimize use of Resources- 70% improved time to proficiency, 20%35% improved employee retention, 20%-40% improved employee satisfaction
Enable eServices Strategies- Self Service increased call deflection by up to 50%
Build Organizational Learning- Enable proactive problem management, 10% issue reduction due to finding the root cause
Service Desk Challenges?
Increased volumes
Increased demands
Increased service 24/7
Workplace changes
Onboarding
New projects
?
End user behaviors
Ben, you are so good at this, can I just ask you…
Hmm, I´ll do it later…
Let´s see what Google says!
Hi Service Desk, it´s me again!
Finally some power!
”Google support”
”Ask a colleague” ”Trial and error” ”Lack of quality”
”Social support” ”BYOD support”
Core principles of KCS at a high level
Create content (knowledge) as a by-product of solving problems.
Evolve content based on demand and usage.
Develop a knowledge base of an organization’s collective experience to-date.
Reward learning, collaboration, sharing and improving
1. Create content as a by-product of solving problems
UFFA
Always available
It´s easy and fun to create content
UFFA in the tool
Use it – Always search for solutions and use the sharing functionality
Flag it – Encourage the users to give feedback
Fix it – Edit this content directly if needed
Add it - Add new content immediately and make it available to the end user
Make it available in the ITSM-tool
2. Evolve content based on demand and usage
Focus on creating content that gives a unique business value
Use off the shelf content for standard application
Meet the customer need
3. Develop a knowledge base of an organization’s collective experience
Collective gathering and sharing of information
Benefit from the differences
Many SME's are better than one SME
A Cultural Shift - Make it Positive
4. Reward learning, collaboration, sharing and improving
Do you reward your employees for doing a good job or for creating knowledge?
Recognize your top knowledge contributors
Recognize your top knowledge users
Create a knowledge job progression for your team:
1. KCS Contributor
2. KCS Publisher
3. KCS Coach
4. KCS Domain Expert
Selling KCS to the Organization through the Communication Plan
Key Components of the Communications Plan
What's in it for me? Messages promote the benefits that directly impact the stakeholders. For an analyst they may have the opportunity to focus on new tasks or more challenging work
FAQ's- Plan must develop the answers to the list of questions and objections that analysts, customers and the company will have
Elevator Pitch- Short pitch to enhance the interest of the various stakeholders
Simple message- Small number of short statements repeated regularly through various communication channels
Three Benefits of KCS
1. Direct- Operational benefits that are near term 3-9 months
2. Applied- New ways of developing service and support. The knowledge that is created can be used to create web based self service
3. Leveraged- The knowledge that is created allows new kinds of services to be offered
