Effective Knowledge Management

Ten Tips for Effective Knowledge Management
Roger Morse Principal Product Manager CA Service Management Seattle WA USA roger.morse@ca.com +1 206-321-4028
Agenda
- Introductions - Abstract - Ten Tips - Discussion
Copyright 2008 CA, Inc All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Abstract
Knowledge Management, in general, has the dubious reputation of being up on a pedestal, beyond the reach of anyone who needs it, which implies it has questionable and non-specific value. Effective Knowledge Management goes beyond questions and answers, and brings the application of experience to bear. Knowledge Management is a journey, not a destination. Knowledge Management for IT doesnt have to be a difficult, allencompassing effort. Best practice indicates to focus on high-value areas for best returns. Lets discuss how this can be accomplished.
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Tip #1 Identify the Recurring Requests

- Ask the front-line folks - Ask your customers - Pull reports from your systems - Cross-reference and correlate - Determine the top 10-20 - Dont Boil the Ocean!
Tip #2 Automate
- Can anything be Automated? - Forgot my Account Name/ID - Forgot my Password, please reset - Need access to the Aardvark2000 system
- The above still account for over 60% of calls! (Gartner, Forrester, HDI, personal experience)
- Use the tools you have! - Dont buy anything new - Review/Create processes/workflows
Tip #3 Negotiate
- If it cant be Automated, can it be Negotiated? - Example: New Password Policy
- Change every 30 Calendar Days - 8 Character Minimum - Upper Case, Lower Case, Number, Special Character - Cannot reuse last 5 Passwords - At day 16, nagger appeared
- Results
- Immediate increase in number of calls - Front-Line Operators overwhelmed - Reduced productivity
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Tip #3 Negotiate
- Negotiated Outcome
- Change every 90 Calendar Days (up from 30) - 8 Character Minimum (no change) - At least one Letter, not case-sensitive - At least one Number and one Special Character (no change) - Cannot reuse last 5 Passwords (no change) - At day 74, nagger appeared (up from 16)
- Results - Dramatic reduction of calls - Creation of an Unlock Your Domain Account internal web page
Picked the Low-Hanging Fruit

- Automation - Negotiation
- Content Creation
Tip #4 Pre-Preparation
- Remember Tip #1 - Identify the (Remaining) Recurring Requests - Dont Boil the Ocean! - Identify the Knowledge Consumers - Define Knowledge Management Roles - Create Templates/Style Guide - Create Category Structure - Define Knowledge Lifecycle Workflow
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Tip #5 (Prepare) Identify the Knowledge Consumers

- Who is your Target Audience? - Analysts - Employees - Customers - Vendors - One, Many, or All of the above? - How will Knowledge be used? - Resolve Service Desk Tickets (Analysts) - Self-Service (Employees, Customers, Vendors) - General Corporate Knowledge (All)
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Tip #6 (Prepare) Knowledge Management Roles

- Who is Responsible for:
- Creating/Submitting - Reviewing - Publishing - Managing - Updating - Retiring
- Example Roles:
- Initiator - Assignee - Author - Owner - Contributor - Subject Matter Expert - Knowledge Analyst - Knowledge Manager
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Tip #7 (Prepare) Knowledge Template -- Look & Feel

- What should be the format of knowledge content? - Should different types of knowledge look different? - Define & Use Document Templates
- Font, Font Style, Font Size, etc. - Use of Logos, Icons, Screen-Shots, Multi-Media - Typical template areas: Title, Summary, Problem, Resolution - Consistency!
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Tip #8 (Prepare) Knowledge Categorization

- How will content be organized? - Hierarchical Structure - Decision Trees - How will content be secured? - Category - Role - How will consumers find content? - Keyword Search - Natural Language Search - Authority vs. Popularity
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Tip #9 (Prepare) Knowledge Workflow and Lifecycle

- How is content Created, Reviewed, Published, Updated, Retired? - Define Approval Policy and Roles - Establish procedure for Normal and Hot Knowledge - Define Review and Publishing Policy - Define Review, Expiration, and Retirement Process - Establish process for identifying and fixing problems with content
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Tip #10 The Knowledge Management Process

- Next Steps - Define Metrics and Reporting
- Beware false metrics!
- Create small subset of content

- Dont Boil the Ocean! - Quality not Quantity
- Test with small diverse group of consumers - Update processes as necessary - Influence culture change
- How do you get end users to stop calling you?
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Tip #10 The Knowledge Management Process

- Post-Rollout - Constantly review documents - Evaluate metrics - Continue to influence culture - Knowledge Management is never finished
- an ongoing and cyclical process
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- Ideas: Base categories on end users or Service Desk categories
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Session 203: Hang Up the Phone and Increase Customer Satisfaction

- Monday, March 10 - 11:30 AM - 12:30 PM - Rich Graves, CA Inc. - Richard.Graves@ca.com
Agenda
- Self-service
- What is self-service? - Self-service capabilities for IT - Benefits - Example processes - Benefits
- Knowledge management
- Key performance indicators and metrics - Implementation success factors - Summary
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Defining Self-Service?
- Empowering your service customers with the means of addressing (and even resolving) their own issues - Direct access to support services - Tier zero or e-support
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Self-Service Capabilities for IT Support

1. View outages or announcements 2. Check status and activity on open requests or incidents 3. Self-help knowledge base or FAQs 4. Password reset 5. Diagnostics and self-healing (support automation) 6. Review a service catalog 7. Chat or another analyst assisted non-phone support 8. Open new service requests or incidents
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Self-service in the HDI 2007 Survey

- 26% said they have no plans to use Self-help Tools - Of those respondents that have Self-help Tools - 49% have FAQs - 42% have Access to Incident Problem - 38% have Access to Knowledge - Even less have Password reset, diagnostics and other capabilities
All metrics are from HDIs 2007 Practices and Salary Survey, Support Tools section pages 38-40
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Why are organizations not using self-service today?

- Common incorrect assumptions - Employees or end users are not technical enough - Self-service = poor customer service - Too expensive to implement staff is already stretched thin
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Impacting the Business

LEVEL-0 LEVEL-1 LEVEL-2 LEVEL-3
$100 + $50 - $75
On -site On-site support support
Cost
$15 - $30 $2 - $12 $0

Automated Automated self -service self-service First First contact contact resolution resolution
Escalated Escalated call call
A L LA S S , s s, g g n i n i v a av s s t t s os C Co
s tts n n e e m m e e v v o p prro m i m i tt a a S S tt.. s s u u C & &C
Call Call Elimination Elimination
Categorize Categorize Call Call Types Types in in Level Level they they are are Resolved Resolved in in
Mean time to resolution

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Benefits of Self-Service
- Organizational benefits - Empower immediate and continuous support (24x7) - Improve service levels - Reduce costs - Support analyst benefits - Increase support efficiency and productivity call deflection - Focus on resolving not logging - End user benefits - Avoid phone wait time - Immediate access to support resources - Increase customer satisfaction
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ITIL v3 on Self-service
- Service Strategy, 8.2.3 Self-service Channels - The capacity of self-service channels has very low marginal cost, is highly scalable, does not suffer from fatigue, offers highly consistent performance, and is offered on a 24/7 basis at a relatively low cost.
Service Strategy, 8.2.3 Self-service channels, Crown Copyright. Reproduced with the permission of the Office of Government Commerce
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Knowledge Management
- Too often overlooked as a process that takes people away from the phone - The cornerstone of any selfservice initiative - Critical for analysts and end users - The knowledge base must be an integrated part of incident and problem management
Image from The University of Texas Health Science Center at San Antonio. http://www.library.uthscsa.edu/internet/km/
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Benefits of Knowledge Management

- Organizational benefits
- Maintain organizational knowledge - reduce the impact of turnover - Reduced training time for new analysts
- Support analyst benefits

- Improves efficiency - Not reinventing solutions - consistency in response - Knowledge base is their IT encyclopedia
- End user benefits

- Ability to resolve their own incident or request
- Increase customer satisfaction

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ITIL v3 on Self-service and Knowledge Management

- Service Strategy, 8.2.4 Technology-mediated Service Recovery - Simple and routine incidents should be recovered using automation when all other factors are equal. Online knowledge bases with search and navigation capabilities are useful examples of such recovery.
Service Strategy, 8.2.4 Technology-mediated service recovery, Crown Copyright. Reproduced with the permission of the Office of Government Commerce
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Example Knowledge Management Process 1

- Escalation based creation - Analyze incidents transferred to subject matter experts (level 2) - Get subject matter experts to create knowledge content for level 1 - Increase level 1 efficiency - Reduce transfers to level 2
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Example Knowledge Management Process 2

- Knowledge Centered Support (KCS) approach - If a solution does not exist immediately create one - Improve the solution over time - Solution eventually proves its worth and is available to the larger community
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Measuring the Effectiveness of Self-Service and Knowledge Management

- End user perspective - Measure knowledge activity (searches, hits and resolutions) - Call volume and incident/request volume - Incidents per Employee
- Takes into account company growth
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- End user perspective (continued) - Customer Satisfaction
- Utilize customer surveys - Measure other agreed upon customer service metrics
- Hold time, dropped calls, initial response time (MTTA), average resolution time (MTTR) and so on
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- Support organization and analyst perspective - First contact resolution rate - Resolution time per an incident
- Trend with total number of incidents
- Creation of known errors and new solutions - Analyst training time
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How to Implement a Self-service Offering

- Shift analyst focus from the phone to self-service - Add pain to the traditional channels - Market self-service to your customer base - Analyze call volume to identify common incidents build end user focused knowledge solutions for the top 10-20
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How to Improve a Self-service Offering

- Introduce new functionality for end users - Make self-service the way to communicate with IT - Identify categories of incidents were knowledge is not being used to resolve them candidate knowledge - Work with problem management to document known errors
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Success Factors
- Management commitment - Business process support - Ease of use - Quality of content less is more - Reliability and availability
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Summary
- Self-service and knowledge management are critical drivers in improving IT from a cost and customer satisfaction perspective - One of the few projects that actually lives up to the statement: Do more with less
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Effective Knowledge Management

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Ten Tips for Effective Knowledge Management

Tip #1 Identify the Recurring Requests

Picked the Low-Hanging Fruit

Tip #5 (Prepare) Identify the Knowledge Consumers

Tip #6 (Prepare) Knowledge Management Roles

Tip #7 (Prepare) Knowledge Template -- Look & Feel

Tip #8 (Prepare) Knowledge Categorization

Tip #9 (Prepare) Knowledge Workflow and Lifecycle

Tip #10 The Knowledge Management Process

- Create small subset of content

Tip #10 The Knowledge Management Process

- Ideas: Base categories on end users or Service Desk categories

Session 203: Hang Up the Phone and Increase Customer Satisfaction

- Key performance indicators and metrics - Implementation success factors - Summary

Self-Service Capabilities for IT Support

Self-service in the HDI 2007 Survey

Why are organizations not using self-service today?

Impacting the Business

$15 - $30 $2 - $12 $0

Escalated Escalated call call

s tts n n e e m m e e v v o p prro m i m i tt a a S S tt.. s s u u C & &C

Call Call Elimination Elimination

Mean time to resolution

Benefits of Knowledge Management

- Support analyst benefits

- End user benefits

- Increase customer satisfaction

ITIL v3 on Self-service and Knowledge Management

Example Knowledge Management Process 1

Example Knowledge Management Process 2

Measuring the Effectiveness of Self-Service and Knowledge Management

Measuring the Effectiveness of Self-Service and Knowledge Management

Measuring the Effectiveness of Self-Service and Knowledge Management

- Creation of known errors and new solutions - Analyst training time

How to Implement a Self-service Offering

How to Improve a Self-service Offering

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