We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byReese Claydon
Modified about 1 year ago
Session 803: Augmenting Knowledge-Centered Support with Proactive Knowledge Management
Augmenting Knowledge-Centered Support with Proactive Knowledge Management Copyright © 2011 HDI - All Rights Reserved. 2 Rick Joslin HDI Executive Director, Certification & Training
The History of KCS Proprietor: Consortium for Service Innovation Non-profit alliance of customer service organizations focused on innovative ideas through collective thinking and experience Board of Directors have included support executives from Cisco, HP, Microsoft, Novell, and Oracle. KCS principles have evolved from work that began in 1992 Originated with a simple premise: to capture, structure, and reuse knowledge Evangelizer: HDI CSI partnered with HDI in 2003—the world's largest membership association for the service and support industry Made knowledge management best practices available through certification and training Copyright © 2011 HDI - All Rights Reserved. 3
Knowledge-Centered Support (KCS SM ) Practices Copyright © 2011 HDI - All Rights Reserved. 4 Knowledge Articles Capture Structure Reuse Improve Solve Leadership & Communications Performance Assessment Process Integration Content Health Evolve KCS is a service mark of the Consortium for Service Innovation
Knowledge Management Copyright © 2011 HDI - All Rights Reserved. 5 Your Knowledge Base Incident Management Request Fulfillment Event Management Problem Management Release and Deployment Management Reactive Proactive
Reactive Knowledge Management Promotes capturing an article at the time it is created and making the article available for reuse An article is created in response to a problem already occurring and being reported to the support center. Copyright © 2011 HDI - All Rights Reserved. 6
Integrating Knowledge into Incident Management Copyright © 2011 HDI - All Rights Reserved. 7 Create Incident Search KB Solution Found? Solution Correct? USE IT Close Incident Research or Escalate Research or Escalate FLAG IT / FIX IT ADD IT Yes No Solve It
Release & Deployment Management Building knowledge prior to its need Useful when a depth of knowledge is needed Forecast potential questions and problems before they occur and build a knowledge base of answers and resolutions in advance Think “IT Service Continuity Management” Invest now, just in case Minimize impact if it occurs An insurance policy Copyright © 2011 HDI - All Rights Reserved. 8
Leverage Your KCS Practices Building new knowledge articles using: Content Standard Style Guide Knowledge Templates Quality Criteria Knowledge Monitoring KCS Competency Model Use Reactive Knowledge Management processes to enhance knowledge articles built through Proactive Knowledge Management Copyright © 2011 HDI - All Rights Reserved. 9
Remember the Audience Copyright © 2011 HDI - All Rights Reserved. 10
How does it differ? Proactive Just in Case IT Context Developers, Knowledge Engineers, SMEs, Tech Writers Validated Published Reactive Just in Time Customer Context Support Center Analysts, Level 2 and Level 3 Support Technicians Experience Real time Copyright © 2011 HDI - All Rights Reserved. 11
Reactive & Proactive Knowledge Management Copyright © 2011 HDI - All Rights Reserved. 12 Quality Costs High Quality Reusable Manageable Low cost of ownership Immediately Accessible Flexible
Release & Deployment Management Design Forecast and research Develop Test the accuracy of the solutions—validation Enlist a knowledge engineer Deliver Knowledge base is ready to be coordinated with the release of a new product or service Copyright © 2011 HDI - All Rights Reserved. 13
Error Messages Capture in the development process Copyright © 2011 HDI - All Rights Reserved. 14
Help Files and Manuals Copyright © 2011 HDI - All Rights Reserved. 15
Forecast Common Problems Consider all of the possible problems which can occur which result in a call to the support center. Focus on the 80/20 rule. What 20% of problems generate 80% of your calls? How can we identify these? Copyright © 2011 HDI - All Rights Reserved. 16
Historical Records Research the impact of previous versions and previous projects Analyze incident records Evaluate usage of existing knowledge Copyright © 2011 HDI - All Rights Reserved. 17
Quality Assurance Testing BUGS Known Problems Known Errors UI Issues Confusing Tasks Unexpected Results Copyright © 2011 HDI - All Rights Reserved. 18
What Knowledge to Include? Copyright © 2011 HDI - All Rights Reserved. 19
Define the Scope of Your Knowledge Base Copyright © 2011 HDI - All Rights Reserved. 20
Sample Knowledge Engineering Workflow Copyright © 2011 HDI - All Rights Reserved. 21 Submit Articles Validate Article Create Best Resolution Classify Problems Edit for Audience Proof Read Publish the Knowledge You have Knowledge! Developer SME Tech Writer Publisher
Proactive Problem Management Enhancing knowledge based on analysis – High reuse articles – High impact problems Building knowledge based on analysis – Diagnostics for problems with similar symptoms – Gaps identified in self-service usage Copyright © 2011 HDI - All Rights Reserved. 22
High Reuse or High Impact 1.Identify Root Cause – Change from Problem to Known Error – Update the Knowledge Base – Include steps to validate the cause 2.Identify Best Workaround – Update the Knowledge Base 3.Identify Permanent Fix – Submit Change Request – Update the Knowledge Base Copyright © 2011 HDI - All Rights Reserved. 23
Engineer Diagnostics Copyright © 2011 HDI - All Rights Reserved. 24
Tips for Engineering Diagnostics 1.Gather Data: Identify the possible end results – Evaluate existing knowledge with common symptoms – Brainstorm possible causes to the problem. A Fishbone Diagram is another name for the Ishikawa Diagram or Cause and Effect Diagram. Copyright © 2011 HDI - All Rights Reserved. 25
Tips for Engineering Diagnostics 2.Ask questions that will eliminate several possible causes / problems all at once. – Printers: Is this a network printer or a local printer? – Connectivity: Are you in a company office, a remote facility, home office, or other location such as a hotel? – Benefits: Is the benefit relate to you or a family member? Copyright © 2011 HDI - All Rights Reserved. 26
Tips for Engineering Diagnostics 3.Eliminate common causes / problems early – Printers: Is the printer out of paper? – Connectivity: Did the VPN connect successfully? – Benefits: Was the doctor in-network? Copyright © 2011 HDI - All Rights Reserved. 27
Tips for Engineering Diagnostics 4.Evaluate the likelihood of causes or problems and prioritize the order of testing for them – Printer is out of paper – Printer has a bad power supply – Printer is offline – Printer is not turned on – Printer is out of ink – Printer was not configured on the PC Copyright © 2011 HDI - All Rights Reserved. 28
Tips for Engineering Diagnostics 5.Consider the cost of the question. – Is the printer plugged in? – Is there paper in the printer? – Does the printer display an error message? – Is the power supply working properly? – Can you replace the printer to see if we can rule out the server and network? – What is the status of the printer in your control panel? Copyright © 2011 HDI - All Rights Reserved. 29
Tips for Engineering Diagnostics 6.Help the user answer the question. – Provide the steps the user needs to determine the answer. – Add a test to validate the cause. How to check the status of a printer using the control panel – These could be steps in the knowledge document – Or a link to another knowledge document Copyright © 2011 HDI - All Rights Reserved. 30
Tips for Engineering Diagnostics 7.Never end a diagnostic with “I don’t know”. – Always provide guidance. – Usually this is a place in the diagnostic to advise how to get assisted service or to escalate the issue. Copyright © 2011 HDI - All Rights Reserved. 31
It’s Time to Exercise Break into small groups Develop a diagnostic for the question What fruit is it? You may only ask questions that can be answered by a Yes or a No The next slide will be your possible answers to the customer’s question. You will be given time to test your diagnostic Copyright © 2011 HDI - All Rights Reserved. 32
The “Fruit” Tree Red Apple Pear Banana Strawberry Orange Grapefruit Red Grapes Copyright © 2011 HDI - All Rights Reserved. 33 Pineapple Green Grapes Yellow Apple Cherries Kiwi Cantaloupe Watermelon
Possible Solution Copyright © 2011 HDI - All Rights Reserved. 34 Does it grow on a tree? Maximum of 4 questions asked: Never asked “Is it a ?
Thank you for attending this session. Don’t forget to complete the evaluation! Session: 803 Rick Joslin HDI Executive Director, Certification & Training (E) (C) Session: 803 Rick Joslin HDI Executive Director, Certification & Training (E) (C)
TAKING CONTROL OF THE KNOWLEDGE FLOW BY USING SELF-SERVICE AND KCS - Rob Matheson.
Knowledge-Centered Support: Why Bother? Kaliegh Belda – IT Helpdesk Consultant.
KCS sm Overview An introduction to Knowledge-Centered Support by the Consortium for Service Innovation.
Knowledge Center Support On a shoestring budget. Tom Lewis 31 year working in IT Developer Mainframe Operations Information Center Manager Director Provided.
Copyright © 2015 HDI. All rights reserved. 1 Knowledge Management Best Practices within Service Management: A KCS SM Overview KCS is a service mark of.
Introduction to ITSM processes. CONFIDENTIAL Agenda Problem Management Overview High Level process Change Management Overview High Level process.
70-291: MCSE Guide to Managing a Microsoft Windows Server 2003 Network Chapter 14: Troubleshooting Windows Server 2003 Networks.
IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech.
Jack Malloch Product Service Advisor Global Support Services.
Copyright © Oracle Corporation, All rights reserved. Oracle Sales and Service Key Product Highlights Releases
ISHIKAWA DIAGRAM – Tool for quality management Marit Laos IS Project Management
Dave Muirhead Director of Electronic Customer Self-Service Oracle Corporation.
| See the possibilities… ePace Support Process Review Fusion 08 Reece Abreo.
Enable self-service – users make requests on demand Standardize and deliver Templates, workflows, processes and a common CDMB enable automation The Service.
Microsoft Partner Conference Integrated Innovation Don Kerr Partner Technology Specialist.
Info-Tech Research Group1 Info-Tech Research Group, Inc. Is a global leader in providing IT research and advice. Info-Tech’s products and services combine.
Process Scoring 1Ineffective. Basics not in place. Major exposures. 2Tasks defined; Weaknesses identified; plans in place for improvement. 3Process.
A A A N C N U I N F O R M A T I O N T E C H N O L O G Y : IT OPERATIONS 1 Problem Management Jim Heronime, Manager, ITSM Program Tanya Friehauf-Dungca,
Hands-On Microsoft Windows Server 2003 Administration Chapter 2 Managing Windows Server 2003 Hardware and Software.
Microsoft Office Project 2003: Selling EPM in your Organization Matt Wilson Business Solutions Specialist LMR Solutions.
Deploying ArcGIS at a Small Utility Michael Miller Pat Dolan Howard Crothers.
Sameer Mutatkar Program Manager Microsoft Jared Watts Software Design Engineer Microsoft WSV201.
Maximizing LinkedIn Expand Your Network & Enhance Your Personal Brand Hi, I’m awesome.
The Claromentis Digital Workplace An Introduction
Knowledge Management, Texas-style Session 508. Presented by: Belinda Perez Stephanie Moorer Knowledge Management, Texas-Style.
1 Session Number Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. Using the Cisco TAC Website for IP Routing Issues Cisco TAC Web Seminar.
Exchange Deployment Planning Services Exchange 2010 Complementary Products.
HP OpenView eCare is a fast, efficient way to access always- on, interactive technical support tools needed to manage your business and ensure uptime.
I NFORMATION S UPPORT AND S ERVICES 2.02 U NDERSTAND BASIC TROUBLESHOOTING OF HARDWARE AND SOFTWARE.
Kanaka for Mac 2.1 Providing Mac OS X automated single login access to Novell storage resources Doug Ouzts Technical Trainer
1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco Technical Support & Documentation Website for IP Routing.
ITIL Problem Management Overview© Pink Elephant. All Rights Reserved. 1 1 Problem Management Overview Ensures stability in services, by identifying and.
Pertemuan 16 Matakuliah: A0214/Audit Sistem Informasi Tahun: 2007.
Projmgmt-1/33 DePaul University Project Management I - Risk Management Instructor: David A. Lash.
The Evolution of Support A Demand Based View of Support Consortium for Service Innovation Greg Oxton
ITimpulse NOC process This is an interactive, detailed, step wise guide explaining how alerts are managed at our NOC. This document contains information.
Microsoft ® Official Course Monitoring and Troubleshooting Custom SharePoint Solutions SharePoint Practice Microsoft SharePoint 2013.
Roles and Responsibilities Examples. Introduction Standards and Frameworks: – ISO/IEC – COBIT 5 – ITIL® – MOF 4 Functional Divisions Examples.
Supporting tools in an IT Project & Portfolio Management environment Ann Van Belle -
Executive Overview. PLEASE READ (hidden slide) To deliver this presentation effectively, you need to be familiar with Windows Server 2008 R2 management.
Introducing… Conferencing Manager. Agenda Citrix MetaFrame Conferencing Manager Solving business challenges Value to our channel Citrix MetaFrame Conferencing.
Session Objectives And Takeaways Identify the role of Service Manager in the System Center suite Service Manager - Integrating People, Process and Technology.
System Analysis and Project Management Key terms and definitions Presentation.
Evaluating & Maintaining a Site Domain 6. Conduct Technical Tests Dreamweaver provides many tools to assist in finalizing and testing your website for.
Mahindra Satyam Confidential Quality Management System Software Defect Prevention.
ITIL: Why Your IT Organization Should Care Service Support Wendy Shih Kent State University.
© 2017 SlidePlayer.com Inc. All rights reserved.