Knowledge Management: Capturing, Sharing & Integrating Knowledge
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As part of our ongoing effort to keep our customers and partners updated about everything happening at EasyVista, we are pleased to offer this replay of our August Customer Update call. On this webinar, you will get a quick update from our leadership team on the latest and greatest EasyVista news. We will turn it over to our guest speaker Chris Miller from FMX Solutions who will do a deep dive into Knowledge Management and discuss: • Why you should implement knowledge management in EasyVista • The different Roles/Responsibilities within Knowledge Management • Using Knowledge and Lifecycle Management • Metrics to help improve ROI For more information, visit: http://www.easyvista.com/product/servicemanager/knowledge-management/
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Knowledge Management: Capturing, Sharing & Integrating Knowledge
- 1. © 2016 EASYVISTA. ALL RIGHTS RESERVED 1 EasyVista – FMX Solutions Knowledge Management: Capturing, Sharing, and Integrating Knowledge
- 2. © 2016 EASYVISTA. ALL RIGHTS RESERVED • Why implement knowledge management in EasyVista? • Knowledge Management Roles/Responsibilities • Using Knowledge and Lifecycle Management • Metrics 2 Agenda
- 3. © 2016 EASYVISTA. ALL RIGHTS RESERVED • Direct integration into Operational Processes such as Incident Management and Request Management • Improve Incident Resolution times by providing smart lookup of articles based on the issue being reported. • Standardize delivery of Service Requests with defined process documentation • Improve customer satisfaction with publicly available knowledge and auto-search functionality. 3 Why Implement Knowledge Management in EasyVista?
- 4. © 2016 EASYVISTA. ALL RIGHTS RESERVED Knowledge Management Lifecycle
- 5. © 2016 EASYVISTA. ALL RIGHTS RESERVED 5 • Three basic roles: •Knowledge Producer ▪ Knowledge Acquisition and Creation ▪ Knowledge Sharing •Knowledge Manager ▪ Lifecycle Management •Knowledge Consumer ▪ Internal/External consumption of Knowledge Roles and Responsibilities
- 6. © 2016 EASYVISTA. ALL RIGHTS RESERVED 6 Knowledge Creation, Sharing & Storage • Knowledge Creation is available as: •an ad hoc wizard for general article creation •Ticket driven wizard – imports details from ticket spawning the article • Knowledge Sharing & Storage •Processes can be implemented to notify on article creation •Knowledge Silos – Team based article access •Public Articles • Knowledge Statuses •Lightweight method of managing the lifecycle. Statuses are daisy chained together to create a pseudo workflow.
- 7. © 2016 EASYVISTA. ALL RIGHTS RESERVED 7 Knowledge Usage and Incident/Request Management – Analyst View • Knowledge Search can be setup to be done automatically based on Description Keywords or executed manually. • “Use for Solution” marks an article as used and is the key to establishing a relationship between tickets and articles for reporting.
- 8. © 2016 EASYVISTA. ALL RIGHTS RESERVED 8 Knowledge Search and Leveraging End User(EU) Accessible Knowledge Service Apps allows for a fully searchable KB that can be tailored to be mobile friendly for consumption on tablets or smartphones. Service Manager offers smart search capabilities based on End User’s who use the New Incident submission. The search engine will show results based on what the user types in the Description automatically.
- 9. © 2016 EASYVISTA. ALL RIGHTS RESERVED 9 Knowledge Metrics – Usage & Updating • Knowledge Usage •Can be used to identify articles not used in X time frame for review • Knowledge Usability via Ratings • Search Statistics (by Word and Search String)
- 10. © 2016 EASYVISTA. ALL RIGHTS RESERVED 10 Knowledge Metrics – Usage & Updating • Knowledge Review •Can be implemented as an automated review schedule. •Usage of Article Types to define scheduling of lifespan. ▪ General Documentation has a 1 year lifespan. ▪ Company policy has a 2 year lifespan. ▪ Etc. •Republishing of Article resets review date. •Articles that are no longer needed are retired
- 11. © 2016 EASYVISTA. ALL RIGHTS RESERVED 11 Thank you! Presented by Chris Miller, FMX Solutions
Hinweis der Redaktion
- *Reduce time in troubleshooting by using defined solutions for already identified issues a la Known Errors. *Standardize documentation for request fulfillment. Useful for: Employee Training (Think new Help Desk analyst) Employee involvement – self empowered resolution for EU knowledge Standardization and benchmarking
- Archival process is an overarching process that can occur at any stage of lifecycle. Explicit knowledge: Document management, intelligence gathering, data mining, text mining etc. IT is useful/crucial in this respect. Tacit (embodied) knowledge: Includes tools/practices such as knowledge surveys, questionnaires, individual interviews, group interviews, focus groups, network analysis, and observation. IT has a more limited and indirect role. Embedded knowledge Includes observation, analysis, reverse engineering, and modeling tools to identify knowledge stored within procedures, products, etc.
- Knowledge Producers can encompass anyone from IT and can sometime include third parties (Think Microsoft’s KB) Knowledge Managers are the ones who determine whether a process document is acceptable and available for public consumption. Knowledge Consumers encompasses the entire organization and can sometimes include third parties Emphasize that EV can track who created the article, i.e. the Author, and the Group responsible for maintaining the article. This could the article’s SME group or the general KM group. Discuss how to handle permissions within EasyVista.
- Talk about knowledge siloing and its impact on search Knowledge statuses- fully configurable. Talk about draft status, draft metastatus exists but hides from knowledge. Best practice is to make drafts visible as the status notifies the technician it’s a draft. Draft’s won’t be public.
- Knowledge Sharing: Perhaps the most important process in KM, it plays a determinant role for both knowledge reuse and knowledge creation.
- Knowledge Usage or lack thereof, this is often the KPI that drives archival. Talk about potential for a review process. Ratings->Track internal vs. external ratings. Cardno uses internal ratings to drive promotion to published. Alerts for poor ratings. Search Stats – Useful for knowledge managers, what are my consumers searching for and are they finding anything using those searches? Tracking also available for how often knowledge is updated and by whom
- Explain ESPN process
- Thanks everyone! Q&A here?