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Knowledge management Framework for IT services

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Avinish Mishra
Knowledge Management
Framework
for IT Services

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Avinish Mishra
Purpose
• Define the Knowledge Management (KM) solutions as
per the user cases in an IT services company
• ...

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Avinish Mishra
Why we need KM?
• We should know what we know
• We don’t have all the answers
• Even Google does not have a...

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Knowledge management Framework for IT services

  1. 1. Avinish Mishra Knowledge Management Framework for IT Services
  2. 2. Avinish Mishra Purpose • Define the Knowledge Management (KM) solutions as per the user cases in an IT services company • Define End to End process for deployment of KM solutions as per the need • Define the roles and responsibilities involved during End to End deployment of KM solutions • Define the measurement criteria to measure the success of the KM solutions
  3. 3. Avinish Mishra Why we need KM? • We should know what we know • We don’t have all the answers • Even Google does not have all the answers • Reinvention cost • Money • Time • Business • Attrition makes a very big knowledge hole • Clients demands will be ever demanding • Leadership demands – fulfill the clients demand
  4. 4. Avinish Mishra KM Vision Together Smarter Stronger Knowledge Management is organizational memory Information Knowledge Experiences Capture Sharing Reuse CSAT Efficiency Quality Productivity Innovation Faster Delivery
  5. 5. Avinish Mishra Key Assumptions • KM initiatives are starting for first time in the organization • KM team is very new in the organization • Certain used cases have been developed after discussion with Service Delivery Managers, Project Managers, Project Engineers, Sales Managers, Bid Managers, Support teams • KM solutions name used in the document is totally fictitious • KM system used to deploy KM solutions is SharePoint • Enterprise Social Network used for collaboration platform is Yammer
  6. 6. Avinish Mishra KM Solutions École Rapide Ventes Doute Communauté
  7. 7. Avinish Mishra École (Knowledge University) Description École provides a KM solution to create database of first hand business process, application, project and technical knowledge. It helps project managers to implement training plans for new joiners in a structured manner Business Benefits 1. Faster onboarding 2. Less dependency on SME 3. Less dependency on classroom training 4. Faster billability of resource Scope 1. Delivery 2. Project Management 3. Software Development 4. Application Management 5. Managed Services Knowledge 1. Process Knowledge 2. Project Knowledge 3. Application Knowledge 4. Technical Knowledge 5. Project Knowledge 6. Organization Knowledge Platform SharePoint
  8. 8. Avinish Mishra Solution Process Corporate Induction New to project Domain Knowledge Technical Knowledge Process Knowledge Application Knowledge Collection of Knowledge Course A Course B Course C Course D Assessment A Assessment B Assessment C Assessment D École Project Specific Courses and Assessment Project Training In-progress Trainings Completed Trainings Overdue Trainings Passed Trainees Failed Trainees Dashboard Training completion and Assessment Dashboard Assessment Passed Training Failed Training Live Project New in company Solution Deployment
  9. 9. Avinish Mishra Roles & Responsibilities Project Manager Central KM Team SPOC Project KM SPOC • Identification and deployment project KM SPOC • Defining, what is critical knowledge for delivery of services • Identifying sources (Explicit and Tacit) of critical knowledge • Identification of module owners in the project • Defining and driving the governance for the initiative • Define rewards for contribution • Give KM solution orientation to project team • Creation of framework for project team • Creation and deployment of KM solution • Understand KM responsibilities • Collaborate with module owners to get content for all modules • Create courses on École • Create assessment on École • Monthly engagement and effectiveness measurement • Drive rewards and recognition for contribution
  10. 10. Avinish Mishra Measurement Engagement • Number of courses created • Number of modules covered • Number of documents uploaded • Number of trainees completed training • Number of trainees completed Assessment Effectiveness • Time saving because of faster onboarding • SME/PM time saving because of online solution for training
  11. 11. Avinish Mishra Rapide (Known Error Database) Description Rapide is a solution for incident management type of projects where Knowledge Database is not part of Incident Management System. It is a database of solutions of all the known errors and incidents from the past resulting in faster solution of problems. Business Benefits 1. SLA adherence 2. Improved CSAT score 3. Improved first time right ratio 4. Faster onboarding and competency building of new joiners Scope 1. Incident Management 2. Problem management 3. Ticket Helpdesk 4. Service Helpdesk Knowledge 1. Known incidents and errors 2. Solutions of known incidents and errors Platform SharePoint
  12. 12. Avinish Mishra Solution process Known Errors New Incidents Metadata Application Module Sub-module Category Tags Solutions Content Approval Content Approval Published Content
  13. 13. Avinish Mishra Roles & Responsibilities Project Manager Central KM Team SPOC Project KM SPOC • Identification and deployment project KM SPOC • Defining applications which will be covered for the KM solutions • Identification of module owners and content approvers in the project • Defining and driving the governance for the initiative • Define rewards for contribution • KM solution orientation to project team • Creation of framework for project team • Creation and deployment of KM solution • Train the project KM SPOC for using the KM solution • Understand KM responsibilities • Creation of taxonomy for the KM solution • Collaborate with module owners to get content train them for using the KM solution
  14. 14. Avinish Mishra Measurement Engagement • Number of new articles created • Number of articles modified • Number of articles accessed Effectiveness • Number of articles reused • Time saved due to reuse • CSAT score after implementation of KM solution
  15. 15. Avinish Mishra Ventes (Sales & Presales support) Description Ventes is database of all documents used in past proposals. This database helps bid teams to respond faster to the client proposals which will help in winning new business. Business Benefits 1. Faster to market 2. Brand Management 3. Thought Leadership Scope 1. Bid Management 2. Presales 3. Sales Support Knowledge 1. Proposals 2. Templates 3. Credentials 4. Case Studies 5. Whitepapers 6. Lesson Learnt Platform SharePoint
  16. 16. Avinish Mishra Solution process Proposals Templates Credentials Case Studies Whitepapers Lesson Learnt Vertical Service Offering Geography Client Technology Document Type Metadata = New Bids Thought Leadership Client Presentations
  17. 17. Avinish Mishra Roles & Responsibilities Central KM Team SPOC Sales KM SPOC • Overall ownership of the Ventes portal • Orientation to sales KM SPOCs • Identification of all  Proposals  Templates  Credentials  Case Studies  Whitepapers  Lesson Learnt • Content sanitization to remove client confidential information • Upload content on Ventes portal
  18. 18. Avinish Mishra Measurement Engagement • Number of documents uploaded • Number of documents downloaded • Total visits • Unique visits Effectiveness • Number of documents reused during new proposals • Time saved due to reuse
  19. 19. Avinish Mishra Doute (Ask the Expert) Description Doute is platform to ask question and get replies from the expert. Knowledge sharing from experts will reduce reinvention of wheel. Business Benefits 1. Faster solutions 2. No reinvention of wheel 3. Innovation Scope 1. All functions Knowledge 1. Process Knowledge 2. Project Knowledge 3. Application Knowledge 4. Technical Knowledge 5. Project Knowledge 6. Organization Knowledge 7. Any Knowledge Platform SharePoint Yammer Jive
  20. 20. Avinish Mishra Solution process Expert Name About Me Experience Level Ask me About Expert Profile Raises a question Employee Matches the keyword in the question with keywords mentioned in the profiles of all the experts to send questions to relevant experts Expert A Expert B Expert C Expert Replies the question
  21. 21. Avinish Mishra Roles & Responsibilities Central KM Team SPOC Experts • Overall ownership of the Ventes portal • Training and change management • Measurement of engagement and effectiveness of KM initiatives • Profile creation • Registering themselves as expert • Replying to questions • Knowledge Sharing
  22. 22. Avinish Mishra Measurement Engagement • Number of experts registered • Number of questions asked • Number of replies Effectiveness • Number of correct replies
  23. 23. Avinish Mishra Communauté (CoPs) Description Communauté is a social platform for collaboration and knowledge sharing for delivery teams, sales teams, verticals, competencies, technologies Business Benefits 1. Joined up approach 2. Improvement in delivery 3. Improved client satisfaction Scope 1. All functions Knowledge 1. Process Knowledge 2. Project Knowledge 3. Application Knowledge 4. Technical Knowledge 5. Project Knowledge 6. Organization Knowledge Platform Yammer Jive Any ESN
  24. 24. Avinish Mishra Solution process Start the process: Bring all key account stakeholders together Find objectives & challenges for account Communicate what you want to achieve Contact KM team for ESN space and training Deployment of community of practice Start communication and Conversation of community space Create parameters to quantify success Publish case studies
  25. 25. Avinish Mishra Roles & Responsibilities Central KM Team SPOC Account Community Manager • Overall ownership of Communauté initiative • Orientation to account community manager • Defining charter for community • Prepare plan for community • Set up the community • Go live • Communication • KPIs definition • Governance
  26. 26. Avinish Mishra Measurement Engagement • Number of communities created • Number of members • Number of active communities • Number of posts • Number of shares • Number of likes • Number of comments Effectiveness • Customers Satisfaction score • Repeat business from same client
  27. 27. Avinish Mishra Thank you "Share your knowledge. It’s a way to achieve immortality." Dalai Lama (1357-1419, high lama of Tibetan Buddhism)

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