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Copyright © 2012 HDI. All rights reserved. 1
Knowledge Management Best Practices
within Service Management:
A KCSSM Overvi...
Copyright © 2012 HDI. All rights reserved. 2
Do you successfully leverage knowledge?
Share the following information:
• Wh...
Copyright © 2012 HDI. All rights reserved. 3
Knowledge Management Best Practices
The old way:
 Dedicated knowledge manage...
Copyright © 2012 HDI. All rights reserved. 4
The Support Demand Curve
Time
Demand
Copyright © 2012 HDI. All rights reserved. 5
Knowledge Engineering
Time
Demand
X – First Incident
Knowledge
Engineering Qu...
Copyright © 2012 HDI. All rights reserved. 6
Dynamic Knowledge Management
Time
Demand Knowledge is Trusted
1 – First Incid...
Copyright © 2012 HDI. All rights reserved. 7
Knowledge Management Best Practices
The new way:
 Create content as a by-pro...
Copyright © 2012 HDI. All rights reserved. 8
The Concepts of KCS
KCS is a methodology
and a set of practices and processes...
Copyright © 2012 HDI. All rights reserved. 9
Top Ten Reasons Support Centers Need KCS
10. Respond and resolve issues faste...
Copyright © 2012 HDI. All rights reserved. 10
Tangible Benefits
• Operational efficiency
 Improved time to resolve 30% - ...
Copyright © 2012 HDI. All rights reserved. 11
Who Has Invested in KCS?
 Lucent
 Nortel Networks
 Motorola
 3Com
 Unis...
Copyright © 2012 HDI. All rights reserved. 12
Knowledge Centered Support Practices
Knowledge
Articles
Capture
Structure
Re...
Copyright © 2012 HDI. All rights reserved. 13
The Knowledge Article Concept
Customers
CompanyAnalysts
Integrating the
expe...
Copyright © 2012 HDI. All rights reserved. 14
Capture
• In the problem solving process
• In the moment
• In the customer’s...
Copyright © 2012 HDI. All rights reserved. 15
An Operational View
Admin
Information
Incident
History
Incident (a snapshot ...
Copyright © 2012 HDI. All rights reserved. 16
Structure
• Requires a template or form
• Provides context for content
• Imp...
Copyright © 2012 HDI. All rights reserved. 17
Incident
• Customer called about a problem
win WIN7 and an iPhone. The
iPhon...
Copyright © 2012 HDI. All rights reserved. 18
• Issue
– Question
– Error Message
– Symptoms
– Keywords
• Environment
– App...
Copyright © 2012 HDI. All rights reserved. 19
Reuse
• Search early, search often
• Seek to understand what we
collectively...
Copyright © 2012 HDI. All rights reserved. 20
Improve
• Just-in-Time Quality
• Reuse is review
• Demand driven article rev...
Copyright © 2012 HDI. All rights reserved. 21
What are all of the
names of
three-lettered
creatures you can
think of?
Reco...
Copyright © 2012 HDI. All rights reserved. 22
• ANT
• APE
• AUK (Bird)
• BAT
• BOA
• BOY
• BUG
• CAT
• COD (Fish)
• COW
• ...
Copyright © 2012 HDI. All rights reserved. 23
Content Health
• KCS Article Structure
• KCS Article Lifecycle
• Content Sta...
Copyright © 2012 HDI. All rights reserved. 24
Minimum States:
• Work In Progress (WIP)
• Draft
• Approved
• Published
Opti...
Copyright © 2012 HDI. All rights reserved. 25
Process Integration
• Structured Problem Solving
(SPS)
seeks to understand
b...
Copyright © 2012 HDI. All rights reserved. 26
Simple Incident Process
Create Incident
Search KB Article Found?
Article Cor...
Copyright © 2012 HDI. All rights reserved. 27
Performance Assessment
• KCS competency model
• Integration subjective and
o...
Copyright © 2012 HDI. All rights reserved. 28
KCS Competencies
Competency defines system rights and privileges.
Some in th...
Copyright © 2012 HDI. All rights reserved. 29
Leadership & Communication
• Alignment to a compelling purpose
• Create a st...
Copyright © 2012 HDI. All rights reserved. 30
KCS Roles
• Sponsor – provides vision, objectives, and resources
• KCS Coord...
Copyright © 2012 HDI. All rights reserved. 31
The KCS Practices
Knowledge
Articles
Capture
Structure
Reuse
Improve
Solve
L...
Copyright © 2012 HDI. All rights reserved. 33
KCS
• Developed by the Consortium
for Service Innovation, a non-
profit memb...
Copyright © 2012 HDI. All rights reserved. 34
KCS and ITIL Similarities
• KCS and ITIL are similar in that both:
– Were de...
Copyright © 2012 HDI. All rights reserved. 35
KCS and ITIL Differences
KCS
• Developed without
the knowledge of ITIL
• Met...
Copyright © 2012 HDI. All rights reserved. 36
Presentation
Layer
Knowledge
Processing
Layer
Information
Integration
Layer
...
Copyright © 2012 HDI. All rights reserved. 37
More about ITIL and KCS
+ Makes KM a requirement
– Created an all encompassi...
Copyright © 2012 HDI. All rights reserved. 38
KCS Integrates with ITIL Process
• Incident Management
– As well as Request,...
Copyright © 2012 HDI. All rights reserved. 39
• Forget the business goals and
only focus on KM
• Too many states in the ar...
Copyright © 2012 HDI. All rights reserved. 40
DISCUSSION
• We don’t have a KM system, how can you get
started now?
• We ha...
Copyright © 2012 HDI. All rights reserved. 41
Where to learn more…
• HDI’s Knowledge Management Foundations:
KCS Principle...
Copyright © 2012 HDI. All rights reserved. 42
Knowledge Management Best Practices
within IT Service Management:
A KCSSM Ov...
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Knowledge Management Best Practices within Service Management

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Presented by Rick Joslin, HDI

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Knowledge Management Best Practices within Service Management

  1. 1. Copyright © 2012 HDI. All rights reserved. 1 Knowledge Management Best Practices within Service Management: A KCSSM Overview KCS is a service mark of the Consortium for Service Innovation Rick Joslin HDI Executive Director, Certification & Training rjoslin@thinkhdi.com
  2. 2. Copyright © 2012 HDI. All rights reserved. 2 Do you successfully leverage knowledge? Share the following information: • What percentage of incidents reported are actually logged in your service management system? • What percentage of incidents engaged a knowledge base? • What is the percentage of success when searching knowledge?
  3. 3. Copyright © 2012 HDI. All rights reserved. 3 Knowledge Management Best Practices The old way:  Dedicated knowledge management team  Content created in preparation of demand  Knowledge is verified, validated, and published  Knowledge is an optional resource  Knowledge is someone else’s responsibility Known as Knowledge Engineering  Follows a manufacturing process
  4. 4. Copyright © 2012 HDI. All rights reserved. 4 The Support Demand Curve Time Demand
  5. 5. Copyright © 2012 HDI. All rights reserved. 5 Knowledge Engineering Time Demand X – First Incident Knowledge Engineering Queue X –Incident Y Knowledge is Published X –Incident Z Redundancy $ Investment $ Rework $ Return
  6. 6. Copyright © 2012 HDI. All rights reserved. 6 Dynamic Knowledge Management Time Demand Knowledge is Trusted 1 – First Incident 1. Knowledge immediately available for reuse. 3 3. Compliance review based on demand 2 2. Validation based on demand $ Investment $ Return Rework and redundancy eliminated
  7. 7. Copyright © 2012 HDI. All rights reserved. 7 Knowledge Management Best Practices The new way:  Create content as a by-product of solving problems  Evolve content based on demand and usage  Develop a KB of our collective experience to-date  Reward learning, collaboration, sharing and improving Known as Knowledge-Centered Support (KCS)  Developed by the Consortium for Service Innovation  Research began in 1992  Promoted by HDI in 2003  Compliments and enhances ITIL Simple premise: To capture, structure, and re-use support knowledge KCS is a service mark of the Consortium for Service Innovation
  8. 8. Copyright © 2012 HDI. All rights reserved. 8 The Concepts of KCS KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization. KCS is not something we do in addition to solving problems… KCS becomes the way we solve problems
  9. 9. Copyright © 2012 HDI. All rights reserved. 9 Top Ten Reasons Support Centers Need KCS 10. Respond and resolve issues faster. 9. Provide answers to complex issues. 8. Provide consistent answers to customer’s questions. 7. Address support analyst burnout. 6. Address the lack of time for training. 5. Answering recurring questions. 4. Identify opportunities to learn from customer’s experiences. 3. Improve First Contact Resolution. 2. Enable self-service. 1. Lower support costs.
  10. 10. Copyright © 2012 HDI. All rights reserved. 10 Tangible Benefits • Operational efficiency  Improved time to resolve 30% - 60%  Increased support capacity 22% - >100%  Improved time to proficiency months to weeks  Efficient creation of content to enable self-service  Identification/elimination of root causes • Increased job satisfaction  Less redundant work  More confidence  Reduced training time • Increased customer satisfaction
  11. 11. Copyright © 2012 HDI. All rights reserved. 11 Who Has Invested in KCS?  Lucent  Nortel Networks  Motorola  3Com  Unisys  Peregrine Systems  Intel  Network App.  BMC Software  EMC  Microsoft  Novell  QAD  HP  Oracle  Legato  Lexmark  SGI  Amdahl  Attachmate  VeriSign  CompuCom  ARAMARK  Texas Instruments  Abbot Labs  JP Morgan Chase  Sanofi-Aventis  Pepsi Co.  Bingham Young UniversityPartial list
  12. 12. Copyright © 2012 HDI. All rights reserved. 12 Knowledge Centered Support Practices Knowledge Articles Capture Structure Reuse Improve Solve Leadership & Communication Performance Assessment Process Integration Content Health Evolve
  13. 13. Copyright © 2012 HDI. All rights reserved. 13 The Knowledge Article Concept Customers CompanyAnalysts Integrating the experience of the three stakeholders
  14. 14. Copyright © 2012 HDI. All rights reserved. 14 Capture • In the problem solving process • In the moment • In the customer’s context • Information about the environment • Relevant content • When tacit becomes explicit • Search the KB before you add The Solve Loop Capture
  15. 15. Copyright © 2012 HDI. All rights reserved. 15 An Operational View Admin Information Incident History Incident (a snapshot in time) Article (reusable)
  16. 16. Copyright © 2012 HDI. All rights reserved. 16 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 Structure
  17. 17. Copyright © 2012 HDI. All rights reserved. 17 Incident • Customer called about a problem win WIN7 and an iPhone. The iPhone will not sync. Reviewed sync settings and could not find anything wrong. Customer has meeting and would like a call back tomorrow am. • Talked to Bob about iPhone problem, he is running Win7 on a Leveno T41 and he needs to disable the USB power management option. Bob asked to leave the call open until he reboots and test it. Article Issue: • Cannot sync phone Environment: • iPhone • Windows7 Cause: Resolution: 1. Disable USB power management. How to disable USB power management 2. Reboot the PC. KCS Structure – Technical Service
  18. 18. Copyright © 2012 HDI. All rights reserved. 18 • Issue – Question – Error Message – Symptoms – Keywords • Environment – Application – Hardware • Cause • Resolution – Resolution Detail – Links to Related Info • ID Number • Title • Abstract / Summary • Meta Data – Audience – Categorization – Create Date/Time – Modified Date/Time – Author / Modified By – Source – History Information Structured Knowledge
  19. 19. Copyright © 2012 HDI. All rights reserved. 19 Reuse • Search early, search often • Seek to understand what we collectively know • Search words are candidate knowledge • Link relevant articles to incidents The Solve Loop Reuse
  20. 20. Copyright © 2012 HDI. All rights reserved. 20 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 Solve Loop 2-16 Improve
  21. 21. Copyright © 2012 HDI. All rights reserved. 21 What are all of the names of three-lettered creatures you can think of? Record your answers. Creatures Exercise
  22. 22. Copyright © 2012 HDI. All rights reserved. 22 • ANT • APE • AUK (Bird) • BAT • BOA • BOY • BUG • CAT • COD (Fish) • COW • DOG • DOE • EEL • ELK • EWE • FLY • FOX • GAL • HEN • HOG • SNAKE Creatures • JAY (Bird) • KID • KOI (Fish) • MAN • OWL • PIG • RAT • RAY (Fish) • ROO • YAK • ZHO (cross between a Yak & Cow)
  23. 23. Copyright © 2012 HDI. All rights reserved. 23 Content Health • KCS Article Structure • KCS Article Lifecycle • Content Standard … tailored to the organization • Visibility Matrix • Knowledge Monitoring The Evolve Loop Content Health
  24. 24. Copyright © 2012 HDI. All rights reserved. 24 Minimum States: • Work In Progress (WIP) • Draft • Approved • Published Optional States: • Technical Review • Compliance • Rework • Obsolete The Knowledge Article Life Cycle
  25. 25. Copyright © 2012 HDI. All rights reserved. 25 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 Process & Integration
  26. 26. Copyright © 2012 HDI. All rights reserved. 26 Simple Incident Process Create Incident Search KB Article Found? Article Correct? USE IT Close Incident Research or Escalate FLAG IT / FIX IT ADD IT Yes Yes No No Solve It
  27. 27. Copyright © 2012 HDI. All rights reserved. 27 Performance Assessment • KCS competency model • Integration subjective and objective metrics • Measure lagging (results) and leading (activities) • Team and value-creation measurements • Feedback systems A Balanced Scorecard The Evolve Loop Performance Assessment
  28. 28. Copyright © 2012 HDI. All rights reserved. 28 KCS Competencies Competency defines system rights and privileges. Some in the organization will stay, while others evolve. Knowledge Domain Experts KCS Coaches KCS III (Publisher) KCS II (Contributor) KCS I (Candidate)
  29. 29. Copyright © 2012 HDI. All rights reserved. 29 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 The Evolve Loop Leadership & Communication
  30. 30. Copyright © 2012 HDI. All rights reserved. 30 KCS Roles • Sponsor – provides vision, objectives, and resources • KCS Coordinator / Manager – coordinate and oversee • KCS Program Team – designs the implementation • Management – motivates and supports • KCS Pilot Team – pilots and evangelizes • KCS I or KCS Candidate – uses and contributes • KCS II or KCS Contributor – uses, contributes, and enhances • KCS III or KCS Publisher – uses, contributes, enhances, and publishes • KCS Coach – monitors and mentors process and people • Knowledge Domain Expert – monitors and enhances knowledge base • KCS Council – assumes ongoing management
  31. 31. Copyright © 2012 HDI. All rights reserved. 31 The KCS Practices Knowledge Articles Capture Structure Reuse Improve Solve Leadership & Communication Performance Assessment Process Integration Content Health Evolve
  32. 32. Copyright © 2012 HDI. All rights reserved. 33 KCS • Developed by the Consortium for Service Innovation, a non- profit member based organization in the United States in 1992 • Designed to improve support operations of member companies • Contributed to by senior support practitioners from global corporations ITIL • Developed by the United Kingdom’s Office of Government Commerce (OCG) in the 1980’s • Intended to improve management of IT services in the UK Central Government • Contributed to by expert IT practitioners around the world KCS and ITIL
  33. 33. Copyright © 2012 HDI. All rights reserved. 34 KCS and ITIL Similarities • KCS and ITIL are similar in that both: – Were developed to improve service management effectiveness and efficiencies – Are based on process and not technology – Claim that knowledge management is a required process within service management – Continue to evolve and mature – Are acknowledged as best practices
  34. 34. Copyright © 2012 HDI. All rights reserved. 35 KCS and ITIL Differences KCS • Developed without the knowledge of ITIL • Methodology • Updated in 2012 to version 5.3 ITIL • KM was introduced into ITIL v.3 in 2007 • Framework • Updated in 2011, known as ITIL 2011
  35. 35. Copyright © 2012 HDI. All rights reserved. 36 Presentation Layer Knowledge Processing Layer Information Integration Layer Data and Information Sources and Tools Source: Service Transition, Pg. 151 Service Knowledge Management Base ITIL Service Knowledge Management System
  36. 36. Copyright © 2012 HDI. All rights reserved. 37 More about ITIL and KCS + Makes KM a requirement – Created an all encompassing Service Knowledge Management System + Promotes the benefits of KM – Defines knowledge inconsistently and terminology is not aligned + Provides some high level requirements – Lacks a strategy for integrating KM + Requires metrics be defined and monitored – Does not define metrics or how to evaluate them + Defines the purpose for KM – Lacks how to guidance for KM + KCS proven to compliment and enhance ITIL
  37. 37. Copyright © 2012 HDI. All rights reserved. 38 KCS Integrates with ITIL Process • Incident Management – As well as Request, Access, and Event • Problem Management • Change Management • Release & Deployment Management • Service Level Management – Impact on SLAs and OLAs
  38. 38. Copyright © 2012 HDI. All rights reserved. 39 • Forget the business goals and only focus on KM • Too many states in the article life cycle • Converting legacy data • Selecting versus inviting • Focusing on laggards • Communications plan is too short • Pilot team not broad enough • Setting goals on activities • Over engineering • Expanding to fast • Content standard too complex • Random scoring too rigid • Picking the wrong coach • Lack of coaching support • Inconsistent coaching practices • Managers telling instead of motivating Recognize the Ditches
  39. 39. Copyright © 2012 HDI. All rights reserved. 40 DISCUSSION • We don’t have a KM system, how can you get started now? • We have a KM system, what should we do now?
  40. 40. Copyright © 2012 HDI. All rights reserved. 41 Where to learn more… • HDI’s Knowledge Management Foundations: KCS Principles workshop • HDI’s Knowledge-Centered Support Fundamentals • HDI Webinar Archives • HDI Focus Book: Knowledge Management Maturity Model • www.serviceinnovations.org
  41. 41. Copyright © 2012 HDI. All rights reserved. 42 Knowledge Management Best Practices within IT Service Management: A KCSSM Overview Rick Joslin Executive Director, Certification & Training rjoslin@thinkhdi.com

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