Optimizing Service Desk Interactions with Knowledge Management - BMC Engage 2015
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Transcript of Optimizing Service Desk Interactions with Knowledge Management - BMC Engage 2015
© Copyright 05/01/2023 BMC Software, Inc1
Jon HallLead Product Manager10th September 2015
Optimizing Service Desk Interactions with Knowledge Management
© Copyright 05/01/2023 BMC Software, Inc2
Agenda
Knowledge Management is getting more important
Enabling the power of knowledge
What’s coming next?
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Knowledge is getting more important
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Digital businesses deploydigital services
Mobile-first Intuitive & Intelligent Automated & Data-fueled
Lean-serviced Crowd supported High speed IT
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…but this presents new challenges for IT Support
Knowledge takes time to produce
Staff on-boarding and turnover
Disjointed tools
More impact from “Classic” problems…
Increasing pace of change
New interaction channels
More things to support
Some growing challenges…
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2013 2014 2015 20200
7,500
15,000
22,500
30,000
3,032 3,750 4,880
25,006
http://www.gartner.com/newsroom/id/2905717
Millions of devices arising from the Internet of Things
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Real world observations and challenges
Little or no time to create knowledge
Standalone Knowledge Systems mean “swivel-chairing”
The agent’s gamble: resolution rate vs call handling time
Onboarding times can be high, staff retention rates low
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Enabling the power of knowledge
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Key findings underpinning SmartIT
Google is effectively a competitor to a Knowledge tool
Knowledge is fundamental to an assistive service tool
Significant opportunity existed to transform consumption of Knowledge
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(for 7.6.03 and later versions, effective from December 2014)
UPDATED KNOWLEDGE LICENSING
NEW ENTITLEMENTS FOR ITSM SUITE LICENSE
• Search, view and comment on knowledge articles• Create and update Knowledge Articles• Manage article lifecycle• Manage knowledge base
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Instant, dynamic knowledge presentation
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Collaboration: Knowledge is a team sport!
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Knowledge underpinning self-service
Prototype image only
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Fast, assisted knowledge creation
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Enabling the power of The Long Tail
Low interaction per item, but huge breadth of coverage.
INTE
RA
CTI
ON
S
ITEMS
THELONGTAIL
POPULARARTICLES
Small subset of articles, each with high number of views.
“Help me find it”
“Make everything available”
“Cut costs”
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Dealing with different types of Knowledge
STRUCTURED
UNSTRUCTURED
UNDIFFUSED DIFFUSED
PROPRIETARY TECHNICAL DOCUMENTATION
PROJECT SPECIFIC PROCEDURES
USER DOCUMENTATION
PUBLISHED ONLINE
BUSINESS-UNIT SPECIFIC TECHNICAL SKILLS
LEAD ENGINEERS TACIT KNOWLEDGE
MOVE TACIT KNOWLEDGE UP THEY-AXIS
CONTEXTUALIZE SPECIFIC KNOWLEDGE AND MOVE DOWN Y-AXIS
DISSEMINATE PRIVATE PCOKETS OF KNOWLEDGE MORE WIDELY
DIFFUSE KNOWLEDGE EXTERNALLY TO FACILITATE SELF-HELP
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What’s coming next…
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Scaling knowledge to the growing digital enterprise
STANDALONE KNOWLEDGE TEAMS ARE STRUGGLING
TECHNICAL TEAMS AND EXPERTS ARE ALREADY OVERWORKED
CROWDSOURCING IS GROWING BUTSIGNAL-TO-NOISE CAN BE AN ISSUE
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KNOLWEDGE CENTERED SUPPORT
1. Encourages knowledge production as core part of business-as-usual support process
2. Brings the best content to prominence
3. Develops Knowledge creation skills in a guided way
KCSSM Version 5.2Knowledge-Centered SupportPRACTICES GUIDE
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Knowledge Centered Support – SmartIT roadmap
Prototype Image – delivered in product in Dec 2015 in slightly different form.
BMC Confidential – Subject to change
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Knowledge Centered Support – SmartIT roadmap
Prototype Image- Subject to ChangeBMC Confidential – Subject to change
Prototype Image- Subject to Change
© Copyright 05/01/2023 BMC Software, Inc22 BMC San Jose
Key Takeaways
KNOWLEDGE IS A CRITICAL COMPONENT OF THE DIGITAL ENTERPRISE SERVICE DESK
PRODUCT INVESTMENT AND SIMPLIFIED LICENSING MODEL FROM BMC
INNOVATIVE ROADMAP FOR KNOLWEDGE AND KCS ADOPTION