Enamul HaqueSolution ArchitectHCL GREAT BRITAIN Ltd.

Improving End to End Service Life-Cycle withKnowledge Management

• Successful implementation of Knowledge Management (KM) can transform Service management a big success story.

• It can bring consistency and accuracy in day to day IT operations, product life-cycle management, transition planning, improve customer satisfaction, reduce design and planning errors, saving time on technical queries, intellectual capital management, sustainable prevention and most of all to stop-reinventing the wheel.

• It can leverage cost efficiency and improve end to send service life-cycle management.

Service Life-Cycle and Knowledge Management

• As the scope of services supported continues to grow in most organizations, the role and functions of the support centerbecomes increasingly complex.

• Knowledge Management (KM) based Support is transforming the way in which support organizations do business.

• Incidents and problems are the most visible signs of service desk activity – KM eliminates the escalation at the root

Support Centers and Knowledge Management

Transformation: from Analyst Centered IT Support

Analyst

FragmentedKnowledgeRepositories

to Knowledge Centered Support

Analyst

KnowledgeAt finger tips

End to End Service Knowledge Management

Knowledge Management lifecycle

ServiceManagement lifecycle

Activities to perform

Knowledge Authoring Process

Transforming Data to an Asset

Creating the visibility of knowledge

data creates customer delight

Keeping knowledge data in

a centralized repository makes it

easy to use & increases the

reliability

Capturing the Knowledge and structuring the

data

Building & scaling knowledge data helps finding the

needed answer by the right people at the right time

REMEMBER: KM enables fact based decision making in a

service life-cycle

Improving Organizational Learning

Reducing re-work &

enabling the optimized use of resources

Helping to organize and

share the existing knowledge

Sustaining IT knowledge across

Services and organization to

improve in resource staffing

Helping the resources to grow by allowing them to work on new problems more often and on a broader set of

issuesREMEMBER: Organizations learn

through individuals who learn FIRST!

Improving Service Quality

Reducing escalation & call length by having solutions at the fingertips of IT

Support

Increased first pass resolution in

request handling

Provides consistent and accurate

answers through a single point of

access

Self–service (IT Self Help) use makes call deflection or

issues solved without assistance

or escalation

REMEMBER: A business with high service quality will meet

customer needs whilst remaining economically

competitive

Reviewing the articles on timely manner

will keep the articles up to date

Update the articles based upon

“Feedback” provided by End users

Update the articles as changes come to Service life-cycle

RETIRE/REUSE/RECYCLE

Managing the knowledge health

Assessing KM maturity

Footing KM

Reactive KM

Active KM

Proactive KM

Innovative KM

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