1. Knowledge Center Support On a shoestring budget

2. Tom Lewis 31 year working in IT Developer Mainframe Operations Information Center Manager Director Provided technical support for 30.5 years Created first formal support center Expanded scope to include Training Asset Management Lifecycle Internal User Groups Manager, HDI Customer Care Center

3. Today’s Business Challenges

4. Practice created and maintained by Consortium for Service Innovation The Consortium is a non-profit alliance of organizations focused on innovation for the support industry. Members create innovative ideas through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The result is innovative operational models that improve the support experience Started in 1992 Goal: capture, structure and reuse knowledge 2003: partnership with HDI KCS History

5. Knowledge Articles Capture Structure Reuse Support Knowledge Goal

6. Respond and resolve issues faster Provide answers to complex questions Provide consistent answers to customer’s questions Address support analyst burnout Address the lack of time for training Answer recurring questions Identify opportunities to learn from customer’s experience Improve first contact resolution Enable web based self-help Lower support costs Value of KCS

7. Respond and resolve issues faster Provide answers to complex questions Provide consistent answers to customer’s questions Address support analyst burnout Address the lack of time for training Answer recurring questions Identify opportunities to learn from customer’s experience Improve first contact resolution Enable web based self-help Lower support costs Value of KCS

8. CUECUE

9. Consistent User Experience

10. Capture Structure Reuse Improve Solve Knowledge Articles Leadership & Communication Performance Assessment Process Integration Content Health Evolve Double Loop Process

11. Methodology

13. Source: HP / Peregrine Systems

14. Knowledge Domain Experts Leaders Knowledge Developers Coaches Change agents Model the practice Skills development Feedback Knowledge quality Trend analysis Problem management Create knowledge Vision Define success Set content Motivate / support Capture Structure Reuse Improve KCS Roles

15. Knowledge Domain Experts Leaders Knowledge Developers Coaches Change agents Model the practice Skills development Feedback Knowledge quality Trend analysis Problem management Create knowledge Vision Define success Set content Motivate / support Capture Structure Reuse Improve KCS Roles

16. Functional Requirements Capture Early Publish Quickly Structure Issue Environment Cause Resolution Metadata Reuse Improve

17. HDI KCS Project

18. Respond and resolve issues faster Provide answers to complex questions Provide consistent answers to customer’s questions Address support analyst burnout Address the lack of time for training Answer recurring questions Identify opportunities to learn from customer’s experience Improve first contact resolution Enable web based self-help Lower support costs Ability to expand scope of work HDI Call Center Challenges

19. Training

20. Buy In From Team

21. Technology

22. OneNote

24. What’s Next?

25. Demo