Knowledge Management, Texas-styleSession 508
Presented by:Belinda PerezStephanie Moorer
Knowledge Management, Texas-Style
10 years ago…
• Help Desk immature• All paper processing• Tool not developed• Utilized Binders with plastic cover pages for
paper documentation to refer to upon call• Everyone maintained their own book – no
consistency• Help Desk Staff not technical
5 years ago…• Help Desk Staff really pushed for more organized
knowledge• Started to maintain knowledge on SharePoint Major challenges:• Information located in paper binder & SharePoint• SharePoint not trusted – maintaining on paper
was the status quo• SharePoint and ”Magic” did not integrate – had
to coordinate from one system to another
Two Years ago…• Innovation, time and newer technology • Reinvent Help Desk into Service Desk Analysts not just
call takers • Established Knowledge Management as a Project• Migrated historical data from SharePoint into KME
Major Challenges:• Talk time longer due to walk thru of Knowledge• Abandoned calls increased - No increase in Staffing • Analysts panic - Knowledge Base Culture Change• Lack of training, structured process, tools usage• Information location Struggles – SharePoint vs. KME
Today…• Formalized KM Tools & Standardized Process• Developed 1st Call Resolution Metrics• Post KM Statistics monthly• Individual KM Performance Measure Ratings• Same staff 10+ years now resolving complex
problems • Staff gained confidence • Ability to assist customers better• Consistently Populate KM Database
Implementation OverviewKnowledge Management (KM) Implementation Project Purpose:
Create Knowledge Base documents & to facilitate Self Service
Initially Management set forth a Mandate to produce KM Documents
Challenges•Lack of Standards & Formalized Process•No Education or Understanding of Purpose or Benefits•No Strategy / Direction provided by Exec Management•Documentation stored various locations
– network drive, SharePoint, paper•No Metrics – What to Measure?
BenefitsCentral Repository for all KM information
First Call Resolution potentially improved
Efficient & Effective Routing of incidents to 30+ Workgroups
Refer back to resolution of previously submitted Incidents for issues or question
BenefitsKM will reduce time for Research & Resolution
of issuesKM frees up Operational staff time when
solutions provided by the Service DeskKM Documents assist with On Boarding of new
hiresKM provides information and solution to
Customers / End Users via Self-Service
AccomplishmentsFormed KM Tiger Teams
30 Workgroup Representatives
Developed Strategy – KME SME per Workgroup• Formed Committees• Implemented Master Lists, Acronyms Glossary
Standards/Guidelines Committee Formed• Developed Standards
– Visibility, Titles, Attachment Storage• Developed Process – KME SME to KME Admin• Developed Quick Reference Card (QRC)
AccomplishmentsMarketing/Communication Committee Formed• SharePoint Site, LOGO Design, Newsletter• Promoted UFFA – Use it, Flag it, Fix it , Add it• Department Quarterly Meeting Updates
Workgroup KM Documents List Created• Operational KM documents created for New
Services to facilitate Service Desk incident Management / Operations Support
AccomplishmentsComputer Based Training Course (CBT)• Set Expectations• Referred to Standards/Guidelines
Workshops - Building & Understanding KME• 100% Mandatory• How to apply KM to your Workgroup• Evaluation Forms• Training Credit for Attendance
Deliverables• KM Standards & Best Practices within Organization• How to Search, Use & Create KM Documents• How to View & Edit KM Documents• Where to Store KM Document Attachments• Quick Reference Card (QRC)• KM Newsletter• KM Computer Based Training (CBT)
OUTCOME: Information SharingSelf-Service
Challenges / Lessons Learned
ChallengeKM Tiger Teams large - 30 Participants
Little time - Meeting 2 hours per Month Lesson Learned
KM Workshops – should be Educational & Informative Form Smaller Committees for Strategy
ChallengeManagement Push for KM Documentation Rework, Wrong Metrics, Push for the Wrong reasons
Lesson LearnedDevelop Standards, Educate Workforce, Collaborate Best Ideas
Challenges / Lessons Learned
ChallengeKM Tiger Team not allotted time to complete assigned tasks
Communication GAP - Few Supervisors engaged due to lack of communication from TOP DOWN
Lesson LearnedAttended Supervisor / Manager meeting – engaged all to
participateProvided staff weekly time allotment to produce KM Docs
Do’s Form ITIL Executive Team - Buy-in Top down Form Tiger Teams – Buy-in Bottom up Communicate – Form a Communication Team Set Standards and Process First Educate via Workshops Engage Supervisors and Managers Form Smaller Committees to Focus Create Master Lists & Acronyms Lists Ensure time for documentation - build into Project Schedule Allot daily time to staff for KM Documentation Provide Big Picture – Initiate KM docs for a new service Determine what info is important for operational support
Don’tsx Don’t assume everyone knows what’s going on
x Don’t ask staff to produce & not allow time for effort
x Don’t get started without a Plan
x Don’t get started without a Process
x Don’t get started without Standards
x Don’t forget where to Deposit attachments
x Don’t assume Management is communicating down
Knowledge Management MetricsViewed: •Displays the number of Knowledgebase documents that a user searched for and viewed.Used: •Displays the number of Knowledgebase documents that a user searched for, viewed, and then used to create an Incident in Service Desk Express (SDE).Published: •Displays the number of Knowledgebase documents that a user created then processed via SME Review and Final Review approval for publication. Created: •Displays the number of Knowledgebase documents that a user searched for, didn't find one - so they created a Knowledgebase document or a staff member created a Knowledgebase document based on a new service.
Knowledge Management Metrics 2011
Totals 2011Viewed - 27440Used - 12383Published - 1398Created - 781
0
500
1000
1500
2000
2500
3000
3500
4000
4500
Oct Nov Dec Jan Feb March April May June July Aug
24 52 63 80 56 59 54 121 70 58 59
25 15 47 92 26 49 115 211 102 168 271
809663 775 850
604
9431113 1137 1218 1258
15401046
12311435
1784
1265
17911994
2680 2639
3048
4064
created published used viewed
Knowledge Management Metrics 2012
0
1000
2000
3000
4000
5000
6000
Oct Nov Dec Jan Feb March April May June July Aug
54 68 69 112 71 89 162 77 45 48 48
256 209 71 141 123 37 186 181 229 245 354
1718 1576 1576 1488 13501596 1451 1523 1456
1269 1423
44514195
3949
4425 4490
3978
4738 4748 4808
4159
5573
created published used viewed
Totals 2012Viewed - 49514Used - 16426Published - 2032Created - 843
Knowledge Management Metrics
Reward & Recognition Program
ITIL Power Hour Incentives provided based on staff process improvement, knowledge management contributions and ITIL participation.
Thank you for attending this session. Don’t forget to complete the evaluation!
Top Related