Knowledge Management Texas-Style

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6 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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Knowledge Management, Texas
-
style

Session 508



Presented by:


Belinda Perez


Stephanie Moorer

Knowledge Management,

Texas
-
Style

10 years ago…


Help Desk
immature


All paper processing


Tool not
developed


Utilized Binders with plastic cover pages for
paper documentation to refer to upon call


Everyone
maintained their own book


no
consistency


Help Desk Staff not technical



5 years ago…


Help Desk Staff
really pushed for more organized
knowledge


Started to maintain knowledge on SharePoint

Major
challenges:


Information located in paper binder & SharePoint


SharePoint
not trusted


maintaining on
paper
was the status quo


SharePoint and ”Magic”
did not integrate


had
to
coordinate from
one system to another


Two Years ago…


Innovation, time and newer technology


Reinvent Help Desk into Service Desk Analysts
not just
call
takers


Established Knowledge Management as a Project


Migrated historical d
ata
from
SharePoint
into
KME


Major Challenges:


Talk
time longer due to walk thru of K
nowledge


Abandoned
calls
increased
-

No
increase in S
taffing


Analysts
p
anic
-

Knowledge
Base
Culture Change


Lack of training, structured process, tools usage


Information location
Struggles


SharePoint vs. KME


Today…


Formalized KM Tools & Standardized Process


Developed 1st Call Resolution Metrics


Post KM Statistics monthly


Individual KM Performance Measure Ratings


Same
staff
10+ years now resolving complex
problems


Staff gained
confidence


A
bility
to assist customers
better


Consistently Populate KM Database



Implementation Overview

Knowledge
Management (
KM) Implementation Project Purpose:

Create
Knowledge Base documents
&
to facilitate Self
Service



Initially
Management set forth a Mandate to produce KM
Documents


Challenges


Lack of
Standards & Formalized
Process


No Education or Understanding of Purpose or Benefits


No Strategy /

Direction p
rovided by Exec Management


Documentation stored
various
locations



network drive
,
SharePoint, paper


No Metrics


What to Measure?

Benefits


Central Repository for all KM information


First Call Resolution potentially improved


Efficient & Effective Routing of incidents to
30+ Workgroups


Refer back to resolution of previously
submitted Incidents for issues or question

Benefits


KM
will reduce time for
Research & Resolution
of issues


KM frees up O
perational staff
time when
solutions provided by the Service Desk


KM
Documents
assist with On Boarding of new
hires


KM provides
information
and solution to
Customers
/
End Users
via Self
-
Service


Accomplishments


Formed KM
Tiger Teams

30
Workgroup
Representatives


Developed
Strategy


KME SME per Workgroup


Formed Committees


Implemented
Master Lists, Acronyms Glossary


Standards/Guidelines Committee Formed


Developed
Standards





Visibility, Titles, Attachment Storage


Developed Process


KME SME to KME Admin


Developed
Quick Reference Card (QRC)



Accomplishments


Marketing/Communication Committee Formed


SharePoint
Site, LOGO Design, Newsletter


Promoted UFFA


Use it, Flag it, Fix it , Add it


Department
Quarterly
Meeting Updates


Workgroup KM Documents
List Created



Operational KM documents created for New
Services to facilitate Service Desk incident
Management / Operations Support


Accomplishments

Computer Based Training Course (CBT)


Set Expectations


Referred to Standards/Guidelines


Workshops
-

Building & Understanding KME


100%
Mandatory


How to apply KM to your Workgroup


Evaluation Forms


Training Credit
for Attendance



Deliverables


KM Standards & Best Practices within
Organization


How to Search, Use & Create KM Documents


How to View & Edit KM Documents


Where to
Store
KM Document Attachments


Quick
Reference
Card (QRC)


KM Newsletter


KM Computer Based Training (CBT)



OUTCOME:


Information Sharing

Self
-
Service



Challenges / Lessons Learned

Challenge

KM Tiger Teams large
-

30 Participants

Little time
-

Meeting 2 hours per Month

Lesson Learned

KM Workshops


should be Educational & Informative

Form Smaller Committees for Strategy

Challenge

Management Push for KM Documentation

Rework, Wrong Metrics, Push for the Wrong reasons

Lesson Learned

Develop Standards, Educate Workforce, Collaborate Best Ideas

Challenges / Lessons Learned


Challenge

KM Tiger Team not allotted time to complete assigned tasks

Communication GAP
-

Few Supervisors engaged due to lack of
communication from TOP DOWN


Lesson Learned

Attended Supervisor / Manager meeting


engaged all to
participate

Provided staff weekly time allotment to produce KM Docs


Do’s


Form ITIL Executive Team
-

Buy
-
in Top down


Form Tiger Teams


Buy
-
in Bottom up


Communicate


Form a Communication Team


Set Standards and Process First


Educate via Workshops


Engage Supervisors and Managers


Form Smaller Committees to Focus


Create Master Lists & Acronyms Lists


Ensure time for documentation
-

build into Project Schedule


Allot daily time to staff for KM Documentation


Provide Big Picture


Initiate KM docs for a new service


Determine what info is important for operational support

Don’ts

x
Don’t assume everyone knows what’s going on

x
Don’t ask staff to produce & not allow time for effort

x
Don’t get started without a Plan

x
Don’t get started without a Process

x
Don’t get started without Standards

x
Don’t forget where to Deposit attachments

x
Don’t assume Management is communicating down


Knowledge Management Metrics

Viewed
:




Displays the number of

Knowledgebase documents that a
user searched for and viewed
.

Used
:




Displays the number of

Knowledgebase documents that a
user searched for,

viewed, and

then used to create an Incident
in Service Desk Express (SDE
).

Published
:




Displays the number of

Knowledgebase documents that a user
created then processed via SME Review and Final Review approval
for publication.

Created
:




Displays the number of

Knowledgebase documents that a user
searched for, didn't find one
-

so they created a Knowledgebase
document or a staff member created a Knowledgebase document
based on

a new service.


Knowledge Management Metrics 2011

Totals 2011

Viewed
-

27440

Used
-

12383

Published
-

1398

Created
-

781

0
500
1000
1500
2000
2500
3000
3500
4000
4500
Oct
Nov
Dec
Jan
Feb
March
April
May
June
July
Aug
24
52
63
80
56
59
54
121
70
58
59
25
15
47
92
26
49
115
211
102
168
271
809
663
775
850
604
943
1113
1137
1218
1258
1540
1046
1231
1435
1784
1265
1791
1994
2680
2639
3048
4064
created
published
used
viewed
Knowledge Management Metrics 2012

0
1000
2000
3000
4000
5000
6000
Oct
Nov
Dec
Jan
Feb
March
April
May
June
July
Aug
54
68
69
112
71
89
162
77
45
48
48
256
209
71
141
123
37
186
181
229
245
354
1718
1576
1576
1488
1350
1596
1451
1523
1456
1269
1423
4451
4195
3949
4425
4490
3978
4738
4748
4808
4159
5573
created
published
used
viewed
Totals 2012

Viewed
-

49514

Used
-

16426

Published
-

2032

Created
-

843

Knowledge Management Metrics

Reward & Recognition Program

ITIL Power Hour Incentives provided based on staff process
improvement, knowledge management contributions and
ITIL participation.

Thank you for attending this session.

Don’t forget to complete the evaluation!