Knowledge Centered Service Management

Beyond the Integration of ITIL and KCS

KCSM

© Vitil Solutions 2017. All Rights Reserved.

Improve customer satisfaction, service quality, and operational efficiency with shared knowledge

Meeting Sponsor

A cloud-based knowledge management application based on KCS

Released: September 19, 2017 Also known as National IT Professionals Day

Subscription plan: • Basic Free for up to 50 knowledge articles• Professional $99 per year for 250 knowledge articles• Business $15/user/month (paid annually) for unlimited articles

All plans include Management Console for users and Self-service Portal for unlimited customers

Register for your FREE KnowledgeDesk DomainFree to everyone during the beta period – January 2018

www.KnowledgeDesk.com

Knowledge Centered Service Management

Beyond the Integration of ITIL and KCS

KCSM

© Vitil Solutions 2017. All Rights Reserved.

Rick Joslin

• KCS Instructor since 2003

• KCS v6 Core Committee

• KCS Certified by both HDI and The KCS Academy.

• Contributing author to ITIL v3 & KCS v4, v5, v5.3, v6

• Co-author of the AXELOS whitepaper on KCS & ITIL

• Author of various articles, whitepapers, webinars, presentations, focus books, and courses

• International speaker, delivered on six continents, served as keynote speaker, conference emcee, and conference committees

• Past Judge of the HDI KCS Award, HDI Team Excellence Award, HDI Analyst of the Year Award, and ASP 10 Best Websites

• Founder of the HDI Strategic Advisory Board, HDI Member Advisory Board, and HDI Desktop Support Advisory Board

• Served on various non-profit boards, including 25 years as an HDI Local Chapter Officer

• VP of RightAnswers, VP of Knowledge Products, VP of Customer Care, HDI Executive Director of Certification & Training, Principal Consultant

Knowledge Product Strategist

KnowledgeDesk

Where questions get answered,

Technical Support

Customer Service

Human Resources

Financial Services

Student Services

Government Services

And issues get resolved!

KCSM: A Formula for Success

+ Best Practices (ITIL + KCS)

+ Innovations

+ Experiences=

ITIL

• ITIL is a framework covering many service management processes

• KCS is a methodology for knowledge management best practices within service management

• KCSM is a strategy for service delivery that leverages KCS, portions of ITIL, and some new ideas.

The KCSM Strategy

Why KCSM?

• To better service our customers,

we need to eliminate issues and not just work faster.• To value our teammate,

we need to automate routine tasks.• To contribute to our organization,

we need to maximize value.• To lead in the industry,

we have to give back.

Knowledge First

Self-Service

1. Search the knowledge base

2. If found and resolvable, then issue resolved.

3. If found and requires escalation, then submit ticket from the knowledge article.

4. If not found, then submit ticket for further investigation.

Assisted Service

1. Search the knowledge base

2. If found and resolvable, then create a quick ticket and it is resolved on first contact.

3. If found and requires tasks or escalation, then create ticket from the knowledge article.

4. If not found, then create ticket for further investigation.

Changing the Service Support Model

Service LevelAgreement

Ticket

Queue (Skill Set)

Knowledge Article

op

tio

nal

Ticket-Centric

Service LevelAgreement

Ticket

Queue(Skill Sets)

Knowledge Article

Knowledge-Centric

REU

SEChange The Focus

Knowledge Value

What

• Answers to Questions

• Resolutions to Issues

• Standard Operating Procedures (SOPs)• How to information

• Request fulfillment procedures

• Escalation procedures

• Diagnostic procedures

• Reference material

Why

• Consistency of service

• Approved procedures

• Efficient use of resources

• Just-in-time training

• Continuous Improvement

Problems

Incidents

Major Incident

365 OutageWIFI Hub

Offline

Printer Jam

Slow Internet

Bad Java Update

Missing files

As more incident tickets are attached to a knowledge article, the article rises in reuse and is then promoted to problem management for root cause diagnosis and issue elimination.

Reuse Patterns Drive Issue Elimination

Data Driven Decisions

Article ID Service Title Uses Problem State

5892 Printing Printer jam due to paper quality 87 Open

1249 Email Receiving excessive SPAM 79 ---

6324 Telecom Samsung phone unexpectedly powers off 56 ---

4965 Telecom No email access after Apple iPhone upgrade 48 Known Error

1644 Network WIFI router randomly locks up 44 Change Pending

3482 Printing HP printer driver not supported in Window 10 37 ---

3659 Network WIFI not available 32 ---

5798 Email Outlook not connected to Exchange server 29 ---

2654 Office Apps Hyperlinks in Excel are not working 25 ---

4285 Office Apps Microsoft Excel cannot expense report template 25 ---

Top 10 Knowledge Articles for the Month

Analyze Knowledge Article Usage

Service by Priority P1 P2 P3 P4 P5 Total

Accounts & Passwords 0 1 45 128 26 200

Email & Messaging 4 13 198 380 54 649

File Sharing & Printing 3 24 265 283 63 638

Hardware Support 2 11 157 211 4 385

Network & Internet Connectivity 9 27 394 145 0 575

Software Support 2 32 784 643 79 1540

Telecommunications 6 43 385 412 56 902

Total 26 151 2228 2202 282 4889

Knowledge Article Tickets % Cumul.

Unable to connect to internet due to router failure 15 63% 63%

Unable to access VPN due to expired password 4 17% 79%

WIFI hub is locked requiring reboot 3 13% 92%

Eithernet Jack is damaged 1 4% 96%

Guest WIFI password expired 1 4% 100%

Total 24 100%

What if a ticket requires multiple tasks?

Ticket: Setup new employee

Security• Setup accounts• Grant permissions

Desktop Support• Configure laptop• Setup docking station, monitor,

keyboard, and laptop

Human Resources• Setup payroll• Setup benefits

Automate the Creation of Tasks

USE

Knowledge Article TicketTasks

Define Lead Times

Start Time“Ticket Created”

Time Required For Each Task Expected Completion

Organize by a Service Taxonomy

Knowledge Articles

TicketsServices

ProblemsCategories & Subcategories

Customer Oriented Categorization

1. Category

2. Subcategory

3. Service

Consistency across:

•Services

•Knowledge Articles

•Tickets

•Problems

Enable a Service Catalog

REQUEST

Service Catalog TicketTasks

Provides Guidance

1. Within an Knowledge ArticleWhen resolution requires assistance

• Customer Resolution• Level 1 Resolution• Level 2 Resolution

2. Knowledge Article Type: EscalationWhen the resolution is not known

• Triage requirements• Escalation requirements• Expectation guidance

Knowledge Article

Knowledge Articles Types

Knowledge Article Type Purpose and Template

Issue Something is not working as expected.Issue – Service – Applies To – Cause – Test for Cause – Resolution

Question Information requestQuestion – Service – Applies To – Answer

How To Information requestHow To – Service – Applies To – Procedure

Request Service request Request – Service – Applies To – Fulfillment Requirements - Procedure

Escalation Assistance is required to investigate furtherIssue – Service – Applies To – Procedure

Diagnostic Triage to determine the issueIssue – Service – Applies To – Procedure

Reference General informationAbstract – Service – Applies To – Information