Presentation is loading. Please wait.

Presentation is loading. Please wait.

Session 803: Augmenting Knowledge-Centered Support with Proactive Knowledge Management.

Similar presentations


Presentation on theme: "Session 803: Augmenting Knowledge-Centered Support with Proactive Knowledge Management."— Presentation transcript:

1 Session 803: Augmenting Knowledge-Centered Support with Proactive Knowledge Management

2 Augmenting Knowledge-Centered Support with Proactive Knowledge Management Copyright © 2011 HDI - All Rights Reserved. 2 Rick Joslin HDI Executive Director, Certification & Training

3 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

4 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

5 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

6 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

7 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

8 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

9 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

10 Remember the Audience Copyright © 2011 HDI - All Rights Reserved. 10

11 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

12 Reactive & Proactive Knowledge Management Copyright © 2011 HDI - All Rights Reserved. 12 Quality Costs High Quality Reusable Manageable Low cost of ownership Immediately Accessible Flexible

13 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

14 Error Messages Capture in the development process Copyright © 2011 HDI - All Rights Reserved. 14

15 Help Files and Manuals Copyright © 2011 HDI - All Rights Reserved. 15

16 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

17 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

18 Quality Assurance Testing BUGS Known Problems Known Errors UI Issues Confusing Tasks Unexpected Results Copyright © 2011 HDI - All Rights Reserved. 18

19 What Knowledge to Include? Copyright © 2011 HDI - All Rights Reserved. 19

20 Define the Scope of Your Knowledge Base Copyright © 2011 HDI - All Rights Reserved. 20

21 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

22 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

23 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

24 Engineer Diagnostics Copyright © 2011 HDI - All Rights Reserved. 24

25 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

26 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

27 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

28 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

29 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

30 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

31 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

32 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

33 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

34 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 ?

35 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)


Download ppt "Session 803: Augmenting Knowledge-Centered Support with Proactive Knowledge Management."

Similar presentations


Ads by Google