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

2. 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

3. 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”

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

5. 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

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

7. Q & A