Renee McSherryCurrent ~ Service Desk Team Leader @ DAFPrevious ~ Knowledge Manager @ QUT

Knowledge Centered Support, key to service delivery

itSMF Australia’s 19th Annual National Conference

August 2016

What we’ll go through today?

What is ‘Knowledge Centred Support’?

QUT’s ‘Knowledge Centred Support’ journey.

QUT’s challenges, lessons learnt and successes.

Renee’s ‘KCS top 3’ things to consider.

What is ‘Knowledge Centred Support’

Knowledge Centered Support (KCS) is a methodology. It is based around four key processes

that show you how to underpin your ITIL operational functions with knowledge management

practices to provide quality service outcomes.

How does KCS fit with ITIL?

ITIL is a best practice framework.

(Defines what and why)

KCS is a methodology.

(Defines what, why and how)

Support content

Capture

Structure

Reuse

Improve

QUT’s knowledge centred support journey

What were the challenges to over come with KCS?

How did QUT solve them with KCS?

What did the solution look like?

How did it all come together?

IT support challenges at QUT

Reduce time to on-board new staff.

Increase staff satisfaction.

Do more with same.

Reduce escalations.

How did QUT solve these with KCS?

Reducing duplication.

Accessibility.

Segmentation and integration.

KB

What did this look like?

Examples for customers.

Connecting customers to help resources and services request forms

available from the service management tool, with direct access from

any source.

Customer access to help resources from intranet.

Intranet service page Service management tool

Customer access to request forms from intranet.

Intranet service page Service management tool

Customer access to possible solutions.

What did this look like?

Examples for agents.

Connecting agents to help resources with direct access to

knowledge from the incident window.

Agent access to knowledge.

Great stuff, but how?

A structured pathway to success

A structured pathway to success

What did this look like over time?

2011

2012

2013

2014

2015

2016

KCS processInternal release

Upgrade interfacesSelf-service release

Mobile interfacesWriting skills

KCS strategySME’s workflow

Migrate to SM toolIntegrated intranet

QUT’s lessons learned?

Mindset changes.

Search effectiveness.

Timely Improvements.

QUT’s successes

Shared understanding

Knowledge is not nice to have, but a must have

Widening the breath of support services

Reduction in 3rd tier escalations

Renee’s ‘Top 3’ things to consider

1. Content planning.

2. Self-service strategy.

3. Think about your audience (both agent and self-service)

What we went through today?

What is ‘Knowledge Centred Support’?

QUT’s ‘Knowledge Centred Support’ journey.

QUT’s challenges, lessons learnt and successes.

Renee’s ‘KCS Top 3’ things to consider.

Stay connected

www.linkedin.com/in/reneemcsherry

www.linkedin.com/groups/2066490 (practical KCS discussion group)