TAKING CONTROL OF THE KNOWLEDGE FLOW BY USING SELF-SERVICE AND KCS - Rob Matheson

Today's Agenda Service Desk Challenges End user behaviors Turn your support team into heroes Using KCS principles to improve Self-service

The Redundancy Factor Support organizations report that 65% to 85% of the problems they solve have been solved before. Many companies are reinventing answers and resolutions that already exist somewhere in the organization.

Reasons for Implementing KCS according to the Consortium for Service Innovation  Solve cases and incidents faster: 50%-60% improved resolution, 30%-50% increase in first contact resolution  Optimize use of Resources- 70% improved time to proficiency, 20%35% improved employee retention, 20%-40% improved employee satisfaction  Enable eServices Strategies- Self Service increased call deflection by up to 50%  Build Organizational Learning- Enable proactive problem management, 10% issue reduction due to finding the root cause

Service Desk Challenges? Increased volumes Increased demands Increased service 24/7 Workplace changes Onboarding New projects ?

End user behaviors Ben, you are so good at this, can I just ask you… Hmm, I´ll do it later… Let´s see what Google says! Hi Service Desk, it´s me again! Finally some power! ”Google support” ”Ask a colleague” ”Trial and error” ”Lack of quality” ”Social support””BYOD support”

Core principles of KCS at a high level Create content (knowledge) as a by-product of solving problems. Evolve content based on demand and usage. Develop a knowledge base of an organization’s collective experience to-date. Reward learning, collaboration, sharing and improving

1. Create content as a by-product of solving problems UFFA Always available It´s easy and fun to create content

UFFA in the tool Use it – Always search for solutions and use the sharing functionality Flag it – Encourage the users to give feedback Fix it – Edit this content directly if needed Add it - Add new content immediately and make it available to the end user

Make it available in the ITSM-tool

2. Evolve content based on demand and usage Focus on creating content that gives a unique business value Use off the shelf content for standard application Meet the customer need

3. Develop a knowledge base of an organization’s collective experience Collective gathering and sharing of information Benefit from the differences Many SME's are better than one SME A Cultural Shift - Make it Positive

4. Reward learning, collaboration, sharing and improving Do you reward your employees for doing a good job or for creating knowledge? Recognize your top knowledge contributors Recognize your top knowledge users Create a knowledge job progression for your team: 1.KCS Contributor 2.KCS Publisher 3.KCS Coach 4.KCS Domain Expert

Selling KCS to the Organization through the Communication Plan Key Components of the Communications Plan  What's in it for me? Messages promote the benefits that directly impact the stakeholders. For an analyst they may have the opportunity to focus on new tasks or more challenging work  FAQ's- Plan must develop the answers to the list of questions and objections that analysts, customers and the company will have  Elevator Pitch- Short pitch to enhance the interest of the various stakeholders  Simple message- Small number of short statements repeated regularly through various communication channels

Three Benefits of KCS 1.Direct- Operational benefits that are near term 3-9 months 2.Applied- New ways of developing service and support. The knowledge that is created can be used to create web based self service 3.Leveraged- The knowledge that is created allows new kinds of services to be offered

Thanks! Rob Matheson Phone: