BMC Engage 2015: Optimizing Service Desk Interactions with Knowledge Management
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BMC Engage presentation on Knowledge Management and Knowledge Centered Service, which also introduced some upcoming functionality to support KCS (delivered shortly afterwards in Smart IT).
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BMC Engage 2015: Optimizing Service Desk Interactions with Knowledge Management
- 1. © Copyright 6/9/2015 BMC Software, Inc‹#› Jon Hall Lead Product Manager 10th September 2015 Optimizing Service Desk Interactions with Knowledge Management
- 2. © Copyright 8/25/15 BMC Software, Inc‹#› Agenda Knowledge Management is getting more important Enabling the power of knowledge What’s coming next?
- 3. © Copyright 8/25/15 BMC Software, Inc‹#› Knowledge is getting more important
- 4. DIGITAL BUSINESSES DEPLOY DIGITAL SERVICES Mobile-first Intuitive & Intelligent Automated & Data-fueled Lean-serviced Crowd supported High speed IT
- 5. © Copyright 6/9/2015 BMC Software, Inc‹#› …but this presents new challenges for IT Support Knowledge takes time to produce Staff on-boarding and turnover Disjointed tools More impact from “Classic” problems… Increasing pace of change New interaction channels More things to support Some growing challenges…
- 6. © Copyright 8/24/15 BMC Software, Inc‹#› 3,032 3,750 4,880 25,006 0 7,500 15,000 22,500 30,000 2013 2014 2015 2020 http://www.gartner.com/newsroom/id/2905717 Millions of devices arising from the Internet of Things
- 7. © Copyright 6/9/2015 BMC Software, Inc‹#› Real world observations and challenges Little or no time to create knowledge Standalone Knowledge Systems mean “swivel-chairing” The agent’s gamble: resolution rate vs call handling time Onboarding times can be high, staff retention rates low
- 8. © Copyright 8/25/15 BMC Software, Inc‹#› Enabling the power of knowledge
- 9. © Copyright 6/9/2015 BMC Software, Inc‹#› Key findings underpinning Smart IT Google is effectively a competitor to a Knowledge tool Knowledge is fundamental to an assistive service tool Significant opportunity existed to transform consumption of Knowledge
- 10. © Copyright 6/9/2015 BMC Software, Inc‹#› Updated Knowledge Licensing New entitlements in the ITSM Suite License • Search, view and comment on knowledge articles • Create and update Knowledge Articles • Manage article lifecycle • Manage knowledge base (for 7.6.03 and later versions, effective from December 2014)
- 11. © Copyright 6/9/2015 BMC Software, Inc‹#› Instant, dynamic knowledge presentation
- 12. © Copyright 6/9/2015 BMC Software, Inc‹#› Collaboration - knowledge as a team sport!
- 13. © Copyright 6/9/2015 BMC Software, Inc‹#› Knowledge underpinning self-service
- 14. © Copyright 6/9/2015 BMC Software, Inc‹#› Fast, assisted knowledge creation
- 15. © Copyright 6/9/2015 BMC Software, Inc‹#› Low interaction per item, but huge breadth of coverage. INTERACTIONS ITEMS Enabling the power of The Long Tail The Long Tail Popular articles Small subset of articles, each with high number of views. “Help me find it” “Make everything available” “Cut costs”
- 16. © Copyright 6/9/2015 BMC Software, Inc‹#› Dealing with different types of Knowledge… Unstructured Undiffused Structured Lead engineer’s tacit knowledge Diffused Business-unit specific technical skills User documentation published online Proprietary technical documentation Move Tacit Knowledge up the y-axis Project-specific procedures Contextualize specific knowledge and move it down the y-axis Disseminate private pockets of knowledge more widely, moving them right on the x-axis. Diffuse knowledge externally to facilitate self-help.
- 17. © Copyright 8/25/15 BMC Software, Inc‹#› What’s coming next?
- 18. © Copyright 6/9/2015 BMC Software, Inc‹#› Scaling knowledge to the growing digital enterprise Crowdsourcing is growing, but signal-to-noise can be issue Standalone knowledge teams, in our observations, are struggling Technical teams and experts are already overworked
- 19. © Copyright 6/9/2015 BMC Software, Inc‹#› Knowledge Centered Support Brings the best content to prominence Encourages knowledge production as core part of business-as-usual support process Develops Knowledge creation skills in a guided way KCSSM Version 5.2 Knowledge-Centered Support PRACTICES GUIDE
- 20. © Copyright 6/9/2015 BMC Software, Inc‹#› Knowledge Centered Support - Smart IT Roadmap CONCEPT SCREEN
- 21. © Copyright 6/9/2015 BMC Software, Inc‹#› Knowledge Centered Support - Smart IT Roadmap CONCEPT SCREENCONCEPT SCREEN
- 22. © Copyright 6/9/2015 BMC Software, Inc‹#› Knowledge Centered Support - Smart IT Roadmap CONCEPT SCREEN
- 23. © Copyright 8/25/15 BMC Software, Inc‹#› BMC San Jose Key Takeaways BMC sees Knowledge as a critical component of the Digital Enterprise Servicedesk We have invested in our products capabilities and in the removal of licensing obstacles. Forthcoming enhancements and KCS adoption will enhance Smart IT’s Knowledge capabilities further
- 24. © Copyright 8/25/15 BMC Software, Inc‹#› Thank You. Jon Hall +44 7595 963538 jon_hall@bmc.com @JonHall_
Editor's Notes
- Digitally advanced companies make aggressive use of Digital Services. They re-engineer their processes to enhance human productivity through applications that are: Mobile-first – leading design vs. an after-thought Intuitive & Intelligent – based on how people use technology Automated & data-fueled – smart, use intelligent algorithms to reduce the need for labor Lean-serviced & Crowd supported – people remain part of the process, but in a more efficient manner than ever High speed IT – radically accelerated times to deploy and times to update services This is creating a rising cycle of expectations - consumers, employees, and ultimately shareholder value shifts to those who can provide this new type of human productivity.