Post on 26-Mar-2015
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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
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Agenda
�ITIL and Knowledge Management
�Knowledge Centered Support (KCS)
�Implementing KCS when Practicing ITIL
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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
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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
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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
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What Customers Expect
�IT Service levels required by the business
�Stable or Improving trends in Service Quality
�Sense of Urgency
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Challenges
SUPPORT
ORGANIZATION
Increasing
Complexity
Increasing
Demand
Decreasing Budgets
Rising Costs
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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!
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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
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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
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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
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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
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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
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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
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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
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How To Get There
�Process Maturity Assessment
�Assess all appropriate processes
�Identify Implementation Roadmap
�Education
�Assessment
�Managing
�Organizing
�Optimizing
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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
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Management Commitment
�Vision, Mission
�Organizational (business)
�Identify measurements
�What
�How
�Accountability
�Rewards & Recognition
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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 …
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Organizing
�Best Practices vs. Current Practices
�Understand resource constraints
�What approach is appropriate?
�Evaluate and Test
�Involve teams
�Implement
�Measure change
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Optimizing
�Measure new processes
�Identify any gaps
�Audit to verify adherence to process
�Ongoing tuning
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What is Needed
�Leadership commitment�Sense of Urgency�Guiding Coalition�Vision & Strategy�Communications (What is changing)�Empowerment
�Short-Term Wins�Cultural acceptance
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QUESTIONS?
John Custy
JPCGroup@verizon.net
617.536.9225