Knowledge centered support & ITIL

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Knowledge Centered

Support & ITIL

But I thought ITIL didn’t have a Knowledge Management Process?

John Custy

March 23, 2006

HDI NE

March 23, 2007


Agenda

�ITIL and Knowledge Management

�Knowledge Centered Support (KCS)

�Implementing KCS when Practicing ITIL


About JPC Group

� Focused on the four cornerstones of IT Service and Support:� People

� Process

� Technology

� Measurement

� Five practice areas:� Training

� Certification & Assessments

� Services Architecture

� IT Service Management (ITSM) best practices

� Knowledge Management


Training/Workshops

� ITIL - Awareness, Foundations, Practitioner, Manager

� HDI Faculty � Customer Support Representative - CSR

� Support Center Analyst - SCA

� Support Center Team Lead - SCTL

� Support Center Manager - SCM

� Support Center Director - SCD

� Knowledge Centered Support - (KCS)

� Service Level Management

� Listening Skills

� Problem Solving and Troubleshooting Skills

� Sourcing Alternative

� Staffing and Scheduling Models


Best Practices

� Information Technology Services Management (ITSM)

� ITIL & ISO/IEC 20000

� Business Process Re-Engineering

� Operational Assessments

� Alignment of Objectives, Key Performance Indicators (KPI) and Operational Metrics

� Process Optimization/Assessment

� Customer Satisfaction Programs

� Support Center Consolidation/Optimization

� Services Strategy Assessment/Development

� Globalization Issues for the Support Center


What Customers Expect

�IT Service levels required by the business

�Stable or Improving trends in Service Quality

�Sense of Urgency


Challenges

SUPPORT

ORGANIZATION

Increasing

Complexity

Increasing

Demand

Decreasing Budgets

Rising Costs


Top Ten Reasons For ITIL & KM

10. Need to respond and resolve incidents faster

9. Resolutions are more complex

8. Providing different answers to the same question

7. Support analysts suffering from burnout

6. Less time for training, more training needed

5. Answering the same questions over and over

4. Opportunity to learn from customers’ experience

3. Need to improve first contact resolution

2. Enable web based self-help

1. You must lower your support costs!


The Concepts of KCS

�KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization.

� KCS seeks to:

� Create content as a by-product of solving problems

� Evolve content based on demand and usage

� Develop a KB of our collective experience to-date

� Reward learning, collaboration, sharing and improving

�KCS is not something we do in addition to solving problems…

�KCS becomes the way we solve problems


ITIL and Knowledge Management

�ITIL does define a knowledge-base and when

to use it

�Incident Management uses the knowledge (known

error) data base as the incident lifecycle

�Problem Management is responsible for the

content

�Two processes in Problem Management

�Problem Control

�Error Control


ITIL and Knowledge Centered Support

�ITIL identifies what needs to be done but

doesn’t specify how to do it

�Problem Management only deals with Known

Errors

�KCS provides the methodology on how to

organize and collect the data so it all works


Incident Control (Lifecycle)

Ownership, Monitor ing, Tracki ng and Communi cation

Incident Closure

Investigation and diagnosis

Incident detection and recording

Resolution and recovery

Service Request

or Change?

Service Request

Procedure

Classification and initial support

Yes A

Service Request

for a change?

Yes

No Submit Request

For Change

No


Incident Matching

Create New

Problem, Link Incident

YesNo

Link Incident to

Problem/Known Error

(or Incident)

Seen this

Before?

Incident / Problem Integration

Known

Error

RFC

Problem I

Problem II

Incident I

Incident II

Incident III

Incident V

Incident IV


Problem Management Integration

Incident /

Problem-KE

Database

Incident /

Problem-KE

Database

Release

Mgt.

Release

Mgt.

Problem ManagementProblem Management

Availability

Management

Availability

Management

Capacity

Management

Capacity

Management

Configuration

Management

Configuration

Management

Incident ManagementIncident Management

Configuration

Management

Database

(CMDB)

Configuration

Management

Database

(CMDB) Change ManagementChange Management

Incident

Matching

RFC


KCS & ITIL Fulfills Stakeholder

Needs

�Customer �Increased confidence in support

�Improved response from support� Speed, accuracy and consistency

�Analyst �Personal empowerment and recognition

�Improved confidence

�Broadened expertise

�Organization�Improved effectiveness/efficiency

�Evolving resources and expertise

�Improved relevance and loyalty


How To Get There

�Process Maturity Assessment

�Assess all appropriate processes

�Identify Implementation Roadmap

�Education

�Assessment

�Managing

�Organizing

�Optimizing


Continuous Service Improvement

Program (CSIP)

�Process driven – customer focused

�4 E’s

�Efficiency

�Effectiveness

�Equity

�Economy

�Need Top-down, Bottom-up approach

�Have bottom-up interest

�Need Dramatic, Visible Impact


Management Commitment

�Vision, Mission

�Organizational (business)

�Identify measurements

�What

�How

�Accountability

�Rewards & Recognition


Managing

�Document Process Maturity/Capabilities�ITIL PMF, CobIT, GMM, etc.

�Identify Customer expectations

�Conduct Gap Analysis

�Evolution or Revolution

�Document Customer Wants/Needs�OLA/UC need to be identified

�Other constraints

�Document Gaps�Improvement takes time …


Organizing

�Best Practices vs. Current Practices

�Understand resource constraints

�What approach is appropriate?

�Evaluate and Test

�Involve teams

�Implement

�Measure change


Optimizing

�Measure new processes

�Identify any gaps

�Audit to verify adherence to process

�Ongoing tuning


What is Needed

�Leadership commitment�Sense of Urgency�Guiding Coalition�Vision & Strategy�Communications (What is changing)�Empowerment

�Short-Term Wins�Cultural acceptance


QUESTIONS?

John Custy

[email protected]

617.536.9225

Documents

Knowledge centered support & ITIL