#atlassian
JOHN CUSTY • MANAGING CONSULTANT • JPC GROUP • @ITSMNINJA
Knowledge-Centered Support (KCSSM)The knowledge management
methodology that works!
S U P P O RT- D E M A N D C U RV E
I N T R O T O K C S
Agenda
B E N E F I T S & P R A C T I C E S
K C S P R O B L E M S O LV I N G M O D E L
Service Management Practitioner, Consultant And EducatorAbout John Custy
• Distinguished Professional in IT Service Management
• ITIL Expert & ITIL Service Manager
• ITIL Intermediate – SS, SD, ST, SO, CSI, OSA, SOA, PPO, RCV
• KT Certified Instructor• ITIL Accredited Trainer• KCS Verified Consultant• ISO/IEC 20000 Consultant• ISFS, ISMAS based on
ISO/IEC 27002• HDI Faculty & Certified
Instructor
Do you know…?
Do you know…?• The amount of resources spent resolving issues?• The amount of ‘rework’ occurring because knowledge isn’t being shared?• The real failure rate of your services? • How many times your customers don’t call you when there is a failure? • How often answers are found when someone searches for an answer? • The value that self-service could provide to your customers?• Who creates knowledge in your organization?• Who shares their knowledge?
…YOUR CURRENT KM STATE?Do you know…
…YOUR CURRENT KM STATE?Do you know…
• Dedicated team/people to create knowledge• Content created ‘in-case’ it is needed• Knowledge created, verified published; whether it is needed or not• Knowledge is an optional, when you have nothing else to do activity• Knowledge is someone else’s responsibility• Perfect, complete articles or ‘good enough’?
Why your organization needs knowledge
management
Respond to issues quicker
Resolve complex issues faster
Provide consistent answers to the same questions
Address burn-out from your team due to redundancy
Provide better resources for learning
Learn and share what your customer’s experiences
Improve the customer experience overall
Enable self-help (that really works)
Provide more value
W h y Yo u r O rg a n i z a t i o n N e e d s K n o w l e d g e M a n a g e m e n t
C O L U M N T I T L E C O L U M N T I T L E
Respond to issues quicker
Resolve complex issues faster
Provide consistent answers to the same questions
Address burn-out from your team due to redundancy
Provide better resources for learning
Learn and share what your customer’s experiences
Improve the customer experience overall
Enable self-help (that really works)
Provide more value
W h y Yo u r O rg a n i z a t i o n N e e d s K n o w l e d g e M a n a g e m e n t
C O L U M N T I T L E C O L U M N T I T L E
The Support Demand Curve
DEMAND
The Support Demand Curve
TIME
DEMAND
Knowledge Engineering Approach
TIME
DEMAND
Knowledge Engineering Queue
Knowledge Engineering Approach
TIME
DEMAND
Knowledge Engineering Queue
X – First Incident
X –Incident Y
X –Incident Z
R E W O R K
$ R E T U R NR E D U N D A N C Y
$ I N V E S T M E N T
K N O W L E D G E P U B L I S H E D
Knowledge Centered Support
TIME
DEMAND
Knowledge Centered Support
TIME
DEMAND
X – First Incident
X
X R E D U N D A N C Y A N D R E W O R K E L I M I N AT E D
$ R E T U R N
K N O W L E D G E I S T R U S T E D
$ I N V E S T M E N T
1.Knowledge is immediately available for re-use.
2.Validation based on demand
3.Compliance review based on demand
Knowledge Management Best Practice@ITSMNinja
Knowledge Management Best Practice
• Content is created as a by-product of resolving issues• Content is evolved based on demand• Knowledge is the collective, collaborative experience
of the team• People and teams are rewarded for learning,
collaboration, sharing and improving
@ITSMNinja
Knowledge Centered Support is a methodology and set of practices that focuses on knowledge as a key asset
of the organization.
KCS is not something we do in addition to solving issues, KCS becomes
the way in which we resolve issues.
What is KCS?
Capture Structure Reuse
Knowledge Articles
Support Knowledge
Knowledge-Centered Support Practices
Knowledge-Centered Support Practices
Evolve Solve
Knowledge Articles
Capture
Structure
Reuse
Improve
Leadership & Communication
Performance Assessment
Process & Integration
Content Health
The C
ustom
erThe Organization
Integrating the experience of three stakeholdersThe Analyst
The Balance Needed for Success
Stakeholder Benefits of KCS @ITSMNinja
Stakeholder Benefits of KCS @ITSMNinja
!
•Increased confidence in support•Improved response from support
C U S T O M E R
!
•Personal empowerment and recognition•Improved confidence•Broadened expertise
A N A LY S T
!
•Improved effectiveness/efficiency•Evolving resources and expertise•Improved relevance and loyalty
O R G A N I Z AT I O N
Organizational Benefits of KCS
Organizational Benefits of KCS• Solve Cases and Close Cases Faster
• 50 - 60% improved time to resolution
• 30 - 50% increase in First Contact Resolution
• Optimize Use of Resources • 70% improved time to proficiency
• 20 - 35% improved employee retention
• 20 - 40% improvement in employee satisfaction
• Enable e-Service Strategies • Improve customer success and use of self-service
• Up to 50% case deflection
• Build Organizational Learning • Actionable information to product development about customer issues
• 10% issue reduction due to root cause removal
KCS Leverages Knowledge
KCS complements the knowledge and experience of your support analysts (not replacing) with the knowledge and experience of the organization.
#atlassian
KCS Leverages Knowledge
KCS complements core ITSM processes: Incident Management
Request FulfillmentProblem Management Change Management Release Management
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KCS Problem-Solving Model
The Solve Loop: Capture Practice
Capture • As a by-product of the problem-solving process
• In the moment it becomes explicit
• In the customer’s context
• Information about the environment
• Relevant content
• When tacit becomes explicit
• Search the KB before you add
• Search words are candidate knowledge
The Solve Loop: Structure Practice
Structure • Requires a template or form
• Provides context for content
• Improves readability
• Promotes consistency
• Complete thoughts, not complete sentences
• Keep it simple
• The issue and environment define a framed article
The Solve Loop: Reuse Practice
Reuse • Search early, search often
• Seek to understand what we collectively know
• Link relevant articles to incidents
The Solve Loop: Improve Practice
Improve • Just-in-Time Quality
• Reuse is review
• Demand driven article review
• Modify articles based on usage
• Use It, Flag It or Fix It, Add It
• Licensed to Modify
• Ownership is shared
• Migrate articles to new audiences based on demand
The Evolve Loop: Content Health Practice
Content Health • KCS Article Structure
• KCS Article Lifecycle
• Content Standard
• … tailored to the organization
• Visibility Matrix
• Knowledge Monitoring
The Evolve Loop: Process & Integration Practice
Process & Integration • Structured Problem Solving (SPS)
• seeks to understand
• before seeking to solve
• Seamless Technology Integration
• Search Technology for KCS
• Closed Loop Feedback
The Evolve Loop: Performance Assessment Practice
Performance Assessment • KCS competency model
• Integration of subjective and objective metrics
• Measure lagging (results) and leading (activities)
• Team and value-creation measurements
• Feedback systems
• A Balanced Scorecard
The Evolve Loop: Leadership & Communication Practice
Leadership & Communication • Alignment to a compelling purpose
• Create a strategic framework
• Promote teamwork
• Tap into internal motivators
• Rewards and recognition program
• Communications is the key
• Support and encourage good performance and deal with inadequate performance
• Engage the people doing the work to figure out how best to get it done
Knowledge-Centered Support Practices
Knowledge-Centered Support Practices
Evolve Solve
Knowledge Articles
Capture
Structure
Reuse
Improve
Leadership & Communication
Performance Assessment
Process & Integration
Content Health
KCS Structured Problem Solving Model
L I T E R A L D I A G N O S I S R E S E A R C H
K N O W L E D G E B A S E
• L i s t e n i n g s k i l l s
• C a p t u re i s s u e i n t h e i r w o rd s
• S e a rc h
• R e a s o n i n g s k i l l s
• Ve r i f y s y m p t o m s a n d e n v i ro n m e n t
• S e a rc h
• A n a l y t i c a l s k i l l s
• R e f e re n c e d e s i g n d o c u m e n t , l a b w o r k
• S e a rc h
Understand the Impact of the J-Curve
Performance Impact - Big Bang Approach
Time
Serv
ice
Leve
ls
Understand the Impact of the J-Curve
Performance Impact - Big Bang Approach
Time
Serv
ice
Leve
ls
I N V E S T M E N T
R E T U R N
I M P L E M E N TAT I O N P E R I O D
KCS is Transformational
• Fundamental change of strategy• Requirements for success:• Define a vision• Establish strategic objectives• Work with stakeholders
@ITSMNinja
Investment in People
• KCS Design Workshop• Managers Workshop• KCS Analyst Training• KCS Coaches Workshop• Knowledge Monitoring Workshop• Knowledge Domain Expert Workshop
@ITSMNinja
Investment in Process
• Incident Management• Knowledge Management• Knowledge Monitoring• Performance Assessment• Problem Management
@ITSMNinja
Investment in Technology
• Knowledge Management System• Integrated with the Incident Management System• Reporting• Self-Service Portal
@ITSMNinja
Critical Success Factors• Executive commitment
• Coaching
• Selection
• Time to coach
• Coaching yourself out of a job
• Measuring the right things
• Goals for the outcomes / results
• Trends for the leading indicators (e.g., activities)
• Deployment attitude
• Organizational change vs. just a tool
• Picking the right players
Mindset Changes
• Collaborative Knowledge vs. Individual Experience
• Just-in-Time vs. Just-in-Case
• Teams (collective wisdom) vs. Individuals (one person)
• Collaborative, Knowledge enabled network vs. Linear, serial process
• KCS vs. Knowledge Engineering methodology
Knowledge managed at the point of creation, in the
context of the demand!
KCS Resources• Consortium for Service Innovation
• www.serviceinnovation.org• KCS Practices Guide• Case studies• KCS-Verified program
• HDI • www.thinkhdi.com/topics/knowledge-management.aspx• KCS Foundation – standard, workshop and certification• KCS Principles – standard, workshop and certification• KCS Coach - workshop
@ITSMNinja
KCS Trainings - Summit Promotion Codes• HDI KCS Principles course:
• Promotion Code - KCSP100 ($100 discount) • http://www.thinkhdi.com/education/courses/kcs-principles.aspx• Applies to Public Training. Cannot be combined with any other offer or HDI
membership discount• HDI KCS Foundation course:
• Promotion Code - KCSF50 ($50 discount) • http://www.thinkhdi.com/education/courses/kcs-foundation.aspx• Applies to Virtual, Public and Online. Cannot be combined with any other
offer or HDI membership discount
Thank you!
!
What Will You Do to Increase the Value of Your Services?
JOHN CUSTY • MANAGING CONSULTANT • JPC GROUP • @ITSMNINJA
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