Knowledge Management, Texas-styleSession 508

Presented by:Belinda PerezStephanie 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 data from SharePoint into KME

Major Challenges:• Talk time longer due to walk thru of Knowledge• Abandoned calls increased - No increase in Staffing • Analysts panic - 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 • Ability to assist customers better• Consistently Populate KM Database

Implementation OverviewKnowledge 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 provided by Exec Management•Documentation stored various locations

– network drive, SharePoint, paper•No Metrics – What to Measure?

BenefitsCentral 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

BenefitsKM will reduce time for Research & Resolution

of issuesKM frees up Operational staff time when

solutions provided by the Service DeskKM Documents assist with On Boarding of new

hiresKM provides information and solution to

Customers / End Users via Self-Service

AccomplishmentsFormed 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)

AccomplishmentsMarketing/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

AccomplishmentsComputer 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 SharingSelf-Service

Challenges / Lessons Learned

ChallengeKM 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

ChallengeManagement Push for KM Documentation Rework, Wrong Metrics, Push for the Wrong reasons

Lesson LearnedDevelop Standards, Educate Workforce, Collaborate Best Ideas

Challenges / Lessons Learned

ChallengeKM Tiger Team not allotted time to complete assigned tasks

Communication GAP - Few Supervisors engaged due to lack of communication from TOP DOWN

Lesson LearnedAttended Supervisor / Manager meeting – engaged all to

participateProvided 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’tsx 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 MetricsViewed: •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 2011Viewed - 27440Used - 12383Published - 1398Created - 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

809663 775 850

604

9431113 1137 1218 1258

15401046

12311435

1784

1265

17911994

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 13501596 1451 1523 1456

1269 1423

44514195

3949

4425 4490

3978

4738 4748 4808

4159

5573

created published used viewed

Totals 2012Viewed - 49514Used - 16426Published - 2032Created - 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!