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Title: If ITIL is so Smart, Where is the Knowledge?Session #: 539
Speaker: Rick Joslin
Company: IHS Support Solutions
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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
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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
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Augmenting ITIL with KM
KCS is a service mark of the Consortium for Service Innovation
Introducing
KnowledgeCentered Support(KCS)
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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
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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
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An Operational View
AdminAccount
Info.
IncidentHistory
Resolu
tion
Enviro
nmen
t
Problem
Incident (a snapshot in time)
Solution (reusable)
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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
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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.
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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
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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
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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
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Style Guide & Quality Criteria
RecommendationsAnd
Requirements
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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
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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
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Thou shall not create duplicates
Search Before You Add
Increases Findability
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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
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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
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Product names shall be proper
• MS Win2000
• Microsoft Windows 2000
• W2K
• WIN2000
• Windows 2000
Improves Findability and Usability
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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
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Attachments shall be visible
• Does the customer have access to the attachment?• Is it in a format viewable without special software?
Improves Usability
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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
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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
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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
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Quality Criteria Check ListRejectedq Too Thinq Not Usableq Duplicate
Attributesq Knowledge Stateq Audience
Contentq Too Specificq Numbered Stepsq Product Namesq Graphicsq Hyperlinksq Acronymsq Spelling
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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
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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
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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
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FREE White PaperKnowledge Management Maturity Model:Striving for KnowledgeCentered Support
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Rick JoslinPrincipal ConsultantIHS Support [email protected]8419793