Global Support Center Self-Service Knowledge Management -ITSMusa.org Lehigh Valley LIG Oct 2016-

Global Call Centers, 18 Languages Our Group Global Support Governance and Operations Operations Technology KM and Analytics Relationships 365 days/year, 24x7 Global Call Centers, 18 Languages 45,000 Cases / Month

Support Enables Productivity INC How soon can I get back to what I need to do? SVC Availability Self Service Knowledge Tier 1 SVC Availability Productivity Loss SVC Availability As the ability of end user to return to work depends on greater levels of support, the loss to productivity and risk to the business increases. Driving improvements in the services minimizes risk; driving improvements in support of the services minimizes the productivity and business loss from any disruption. Tier 2/3 Productivity Loss When an end user cannot perform their function, each escalation impacts productivity and is a “missed opportunity”

Guiding Principles for Knowledge Flow credit: APQC credit: APQC People Process

Our Approach Standards for Self Service Progress Establish Standards and Processes Knowledge Enabled, Intuitive Portal Rationalize Content Enabling Elements – Change Mgt, Governance Solution What Does Good Look Like? Outcomes Through Measures IT Efficiencies -less tickets -reduced handoffs -Fewer tickets created, shift-left -More resolved at tier 1/0 ( reduce hops) Business Efficiencies -user satisfaction -productivity -Net Promoter Index (NPI) -Less time to resolve

Lessons Learned on the Way Sponsorship Knowledge As DNA Alignment With Business People Process Technology Stewardship

Q & A