Date post: | 15-Apr-2017 |
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Data & Analytics |
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Enamul HaqueSolution ArchitectHCL GREAT BRITAIN Ltd.
Improving End to End Service Life-Cycle withKnowledge Management
• Successful implementation of Knowledge Management (KM) can transform Service management a big success story.
• It can bring consistency and accuracy in day to day IT operations, product life-cycle management, transition planning, improve customer satisfaction, reduce design and planning errors, saving time on technical queries, intellectual capital management, sustainable prevention and most of all to stop-reinventing the wheel.
• It can leverage cost efficiency and improve end to send service life-cycle management.
Service Life-Cycle and Knowledge Management
• As the scope of services supported continues to grow in most organizations, the role and functions of the support centerbecomes increasingly complex.
• Knowledge Management (KM) based Support is transforming the way in which support organizations do business.
• Incidents and problems are the most visible signs of service desk activity – KM eliminates the escalation at the root
Support Centers and Knowledge Management
Transformation: from Analyst Centered IT Support
Analyst
FragmentedKnowledgeRepositories
to Knowledge Centered Support
Analyst
KnowledgeAt finger tips
End to End Service Knowledge Management
Knowledge Management lifecycle
ServiceManagement lifecycle
Activities to perform
Knowledge Authoring Process
Transforming Data to an Asset
Creating the visibility of knowledge
data creates customer delight
Keeping knowledge data in
a centralized repository makes it
easy to use & increases the
reliability
Capturing the Knowledge and structuring the
data
Building & scaling knowledge data helps finding the
needed answer by the right people at the right time
REMEMBER: KM enables fact based decision making in a
service life-cycle
Improving Organizational Learning
Reducing re-work &
enabling the optimized use of resources
Helping to organize and
share the existing knowledge
Sustaining IT knowledge across
Services and organization to
improve in resource staffing
Helping the resources to grow by allowing them to work on new problems more often and on a broader set of
issuesREMEMBER: Organizations learn
through individuals who learn FIRST!
Improving Service Quality
Reducing escalation & call length by having solutions at the fingertips of IT
Support
Increased first pass resolution in
request handling
Provides consistent and accurate
answers through a single point of
access
Self–service (IT Self Help) use makes call deflection or
issues solved without assistance
or escalation
REMEMBER: A business with high service quality will meet
customer needs whilst remaining economically
competitive
Reviewing the articles on timely manner
will keep the articles up to date
Update the articles based upon
“Feedback” provided by End users
Update the articles as changes come to Service life-cycle
RETIRE/REUSE/RECYCLE
Managing the knowledge health
Assessing KM maturity
Footing KM
Reactive KM
Active KM
Proactive KM
Innovative KM
Follow me in tweeter: twitter.com/haquenamIf you want Power Point version of this document,
please drop me a message in LinkedIn: https://www.linkedin.com/in/haquenam
Thank you and Kind regards.