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Title: If ITIL is so Smart, Where is the Knowledge?Session #: 539

Speaker: Rick Joslin

Company: IHS Support Solutions

2

ITIL Service ManagementService Support• Service Desk• Incident Management• Problem Management• Configuration Management• Change Management• Release Management

Service Delivery• Service Level Management• Financial Management• Capacity Management• Availability Management• IT Continuity Management• Security Management

• Knowledge Management

3

ITIL and Knowledge Management• Recognized Discipline

• Knowledge Base Definition

• Capture knowledge in the Incident Workflow

• Enhance Knowledge in Problem Control

• Make Knowledge Accessible to all

• Search Early Requirement

• Reuse Knowledge in Incident Management

• Track Reuse for Problem and Change Management

4

Augmenting ITIL with KM

KCS is a service mark of the Consortium for Service Innovation

Introducing

Knowledge­Centered Support(KCS)

5

The Concepts of KCSKCS is a methodology and a set of practices and

processes that focuses on knowledge as a keyasset of the support organization.

KCS seeks to:§ Create content as a by­product of solving problems§ Evolve content based on demand and usage§ Develop a KB of our collective experience to­date§ Reward learning, collaboration, sharing and improving

KCS is not something we doin addition to solving problems…

KCS becomes the way we solve problems

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The Partnership Behind KCSProprietor: Consortium for Service

Innovation• Non­profit alliance of support organizations• R&D, new business strategies, and cross­industry

perspectives• Board of Directors includes support executives from

Cisco, HP, Microsoft, Novell, and Oracle.

Evangelizer: HDI• The world's largest membership association for the

service and support industry

Implementer: IHS Support Solutions• Professional Services provider focused on Service

Management

7

Verified?

­ Partial List ­

www.serviceinnovation.org/kcsverifiedwww.pinkelephant.com/en­US/Consulting/PinkVerify

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Who Has Invested in KCS?§ HP/Peregrine§ Nortel Networks§ Motorola§ 3Com§ Unisys§ Sanofi­Aventis§ Intel§ Network App.§ Mapics

§ Microsoft§ Baan Solutions§ Mosaix§ Compaq§ Novell§ HP§ Oracle§ Legato§ Lexmark

§ QAD§ SGI§ SMS§ BYU§ Attachmate§ EMC§ VeriSign§ Lucent§ CompuCom

Partial list

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Tangible Benefits• Operational efficiency§ 30­60% improved time to resolve§ Increased support capacity >100%§ Improved time to proficiency –months to weeks§ Efficient creation of content to enable web self­help§ Identification/elimination of root causes

• Increased job satisfaction§ Less redundant work§ More confidence§ Reduced training time

• Increased customer satisfaction

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Knowledge

KCS ProcessesCapture in

The workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

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KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

Capture inThe workflow

•Capture in the customer’s context

•Capture information about the environment

•Search early, search often

12

An Operational View

AdminAccount

Info.

IncidentHistory

Resolu

tion

Enviro

nmen

t

Problem

Incident (a snapshot in time)

Solution (reusable)

13

KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

StructureFor reuse

•Provides context for content

•Improves readability of the solutions

•Promotes consistency

14

StructureIncident Record

Customer called about a problem installinga NIC. Cannot get the system to recognizethe NIC after reboot. Did not order the cardfrom us, it is a 3Com NIC. Reviewednetwork settings and could not findanything wrong. Customer has meetingand would like a call back tomorrow am.

Talked to Bob about NIC card problem, heis running Win 98 on a Cpaq­P and heneeds the latest driver from 3com for Win98. Bob asked to leave the call open untilhe downloads driver.

Solution

Problem:• Install network card• Network card not recognized

Environment:• 3Com network card, model 300X• Windows 98• Compaq Presario

Resolution:1. Download latest driver for Network Card 300X

from 3Comwww.3com.com/drvrs/NIC

2. Follow the installation instruction on the 3Comsite.

15

KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

SearchingIs creating

•If a solution is not found, save the problem

•The description of a problem is valuable

•Add resolution when it is found

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KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

Just­in­timeSolution Quality

•Demand driven solution review

•Modify solutions based on usage

•Flag It or Fix It

•Migrate solutions to new audiences based on demand

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KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

Workflow

•Structured Problem Solving (SPS)seeks to understand before seeking to solve

•Interaction with the knowledgebase and solutioncreation is integrated into the problem solvingprocess

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KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

ContentVitality

•Content standard –the format

•Migration of content –the life cycle

•Knowledge monitoring –random sampling & scoring

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KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

PerformanceAssessment

• KCS competency program

• Feedback system

• Integration of subjective measure with objective measures

• Outcomes/results are distinct from leading indicators/activities

• Team measurements and recognition

20

KCS Processes

Knowledge

Capture inThe workflow

StructureFor reuse

SearchingIs creating

Just­in­timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

Leadership

• Develop and execute the communications plan

• Define the organizational purpose and objectives

• Support and encourage good performance and deal withinadequate performance

• Engage the people doing the work to figure out how best toget it done

21

Knowledge Monitoring1. Based on the Quality Criteria2. Goals set for individuals and team3. Contributions evaluated regularly

– New Analysts– Experienced Analysts

4. Results in a Quality Index5. Results are trended and monitored6. Feedback given

to Analysts, Teams, and Management

22

Style Guide & Quality Criteria

RecommendationsAnd

Requirements

23

Thou shall maintain the context of the customer

• Describe the problem or question using thewords of the customer

• Use the exact text of an error messagepreceded by “Error: ”

Increases Findability

24

Thou shall remember the audience

• You are talking to the customer, not about thecustomer.

• Gender neutral: use “you”, not “he/she”• Be concise, not wordy• Be explicit, don’t assume

Improves Usability

25

Thou shall not create duplicates

Search Before You Add

Increases Findability

26

Thou shall not reference a customer nor incident

• The knowledge is about the problem and theresolution, or the question and the answer.

• The incident system maintains informationabout the customer and the incident.

AdminAccount

Info.

IncidentHistory

ResolutionEnvironmentProblem

Incident (a snapshot in time)Solution (reusable)

Improves Usability

27

Instructions shall be numbered steps

• Lists are bulleted, instructions are numbered• Provide guidance and order

Make a date1. Call a likely candidate2. Greet them, using your name3. Conduct small talk4. Ask them out, using their name5. Plead or bribe as necessary

Improves Usability

28

Product names shall be proper

• MS Win2000

• Microsoft Windows 2000

• W2K

• WIN2000

• Windows 2000

Improves Findability and Usability

29

Graphics shall be kept small

• Size impacts speed• Focus on the item of

need• Use default colors and

fonts• Highlight points of focus

if necessary

Improves Findability and Usability

30

Attachments shall be visible

• Does the customer have access to the attachment?• Is it in a format viewable without special software?

Improves Usability

31

Thou shall refrain from abbreviations and acronyms

Can’t    don’t   won’t   shouldn’t

DA    RNIT    ICN

TSEE      ITA  NYM  ORE

TKD     ACD      CTI

AIM     WIIFM     P*7

MS    IE    XP    NT

Improves Findability and Usability

32

Thou shall use spellcheckerAoccdrnig to a rscheearch at CmabrigdeUinervtisy, it deosn't mttaer in waht oredr theltteers in a wrod are, the olny iprmoetnt tihngis taht the frist and lsat ltteer be at the rghitpclae. The rset can be a total mses and youcan sitll raed it wouthit porbelm. This isbcuseae the huamn mnid deos not raedervey lteter by istlef, but the wrod as a wlohe.

Amzanig huh?Improves Findability and Usability

33

Style Guide Commandments1. Thou shall maintain the context of the customer2. Thou shall remember the audience3. Thou shall not create a duplicate4. Thou shall not reference a customer nor incident5. Instructions shall be numbered steps6. Product names shall be proper7. Graphics shall be kept small8. Attachments shall be visible9. Thou shall refrain from abbreviations and acronyms10. Thou shall use spellchecker

34

Quality Criteria Check ListRejectedq Too Thinq Not Usableq Duplicate

Attributesq Knowledge Stateq Audience

Contentq Too Specificq Numbered Stepsq Product Namesq Graphicsq Hyperlinksq Acronymsq Spelling

35

Knowledge Monitoring Analyst ReportKCS Knowledge Monitoring

Individual: Richard BrunnerDate: 7/30/2004

Reviewed by: LeeAnna Hilty Summary Rejected Content Attributes

Solution ID Sol

utio

n Q

ualit

yIn

dex

Sol

utio

ns R

evie

wed

Rej

ecte

d

Con

tent

 Issu

es

Attr

ibut

e Is

sues

Dup

licat

e

Too 

thin

Res

olut

ion 

not

com

plet

e or

 usa

ble

Com

poun

d P

robl

em

Mix

ed E

nviro

nmen

tw

ith P

robl

em

Env

ironm

ent n

ot to

stan

dard

Wor

dy

Too 

Spe

cific

Mul

tiple

 Sty

leIs

sues

Cus

tom

er c

an't 

see

refe

renc

e

Hyp

erlin

k in

corre

ct

Aud

ienc

e in

corre

ct

Sta

tus 

inco

rrect

Individual Score 77% 17 4 18 1 2 0 2 0 1 3 3 1 7 3 0 1 0143058 80% 0 2 0 0 1 1188473 50% 1 0 0 0 1148893 70% 0 3 0 0 1 1 1123232 100% 0 0 0 0284749 50% 1 0 0 1873720 90% 0 1 0 0 1483700 50% 1 0 0 0 1392435 100% 0 0 0 0121235 60% 0 4 0 0 1 1 1 1182650 100% 0 0 0 0128345 90% 0 1 0 0 1123455 50% 1 0 0 1

36

Trend Analysis by AnalystKnowledge Quality

020406080

100

Bob Jim

Kel

ly

Gar

y

Ric

k

Sue

Che

ryl

Rob

ert

Sop

hie

Mar

yann

e

Jerry

Ric

hard

Jan Feb Mar April May June

37

Quality Gap Analysis

Quality Analysis Don

ald

Mic

key

Dai

syD

affy

Bug

sS

ylve

ster

Woo

dyA

vera

geG

oal

Gap

Call Monitoring 4 3 5 4 5 4 4 4.1 4.5 ­0.4Incident Monitoring 3 3 4 5 3 3 4 3.6 4.0 ­0.4Knowledge Monitoring 2 4 4 4 5 1 5 3.6 4.2 ­0.6Customer Satisfaction 3 4 4 4 5 3 5 4.0 4.0 0.0

Overall Quality Index 3.0 3.5 4.3 4.3 4.5 2.8 4.5 3.8 4.2 ­0.4

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Knowledge­Centered Support• Knowledge Management Best Practices• Process based versus Technology based• Compliments ITIL• Endorsed by HDI

KCS is not something we doin addition to solving problems…

KCS becomes the way we solve problems

39

FREE White PaperKnowledge Management Maturity Model:Striving for Knowledge­Centered Support

Leave your business card and it will be emailed to you.

Rick JoslinPrincipal ConsultantIHS Support SolutionsRichard.Joslin@ihssupport.com412­841­9793

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