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Who is responsible for:
- Serve as a single point of contact (SPOC) for the customer
- Provide quick, responsive, and consistent, high-quality service and support as defined in service level agreements (SLAs)
- Keep the organization and/or supported customer performing at the highest level possible
- Align support goals with business goals to deliver strategic value tot he organization
Who maintains the Knowledge-Center Support (KCS) practices?
Consortium for Service Innovation
A method of accomplishing a job, task, or process that is considered to be superior to all other known methods and is regularly measured over time to ensure its effectiveness - these can be repeated consistently to gain positive results, this is what?
What are the four (4) critical challenges facing support?
- Decreased budgets
- Increased complexity
- Rising costs
- Increased demand
How are the stakeholders impacted by the challenges of the support center (e.g., Customers, Analyst, Organization)?
- CustomerLack of confidence in support
- AnalystBurnout and lack of job satisfaction
- Repetitive problem-solving
- Inability to meet customer's needs
- Lack of trust in how the organization values their worth
- OrganizationResource constraints
- Lack of expertise
- Expectations continue to grow
What is the most common inhibitor of getting support for a new initiative?
Lack of a business case and ROI projection.
What are the four phases of the HDI Support Center Maturity Model?
In this service model: Focus on the operational level and are highly labor-driven; Support function is beginning to form; service is basic and the cost per contact may be high; organization has recognized the value of building a support organization; may see return on customer satisfaction and loyalty - What service level is this?
Level 1 - Reactive
In this service model: More efficient and effective in anticipating and addressing the needs of its customers; great strides have been taken to implement best practices; has a good understanding of the types of incidents that are being reported but may not be able to provide integrated feedback to various groups within the organization; limited level of integration between change, release, and problem management - What service level is this?
Level 2 - Proactive
In this service model: Focus is on meeting the needs of the customer; consistently provides customers with service when and how they want it; many other support organization want to emulate this model; provides a variety of ways for customers to obtain support which allows the organization to operate more efficiently and effectively - What service level is this?
Level 3 - Customer-Centric
In this service model: Has become a strategic support center; optimal methods for evaluating support in terms of its overall value tot he organization has been developed; Knowledge-Centered Support has been implemented - What service level is this?
Level 4 - Business-Centric
What are the top ten (10) reasons supports centers should implement KCS?
- Respond to and resolve issues faster.
- Provide answers to complex issues.
- Provide the same answers to the same questions.
- Support analysts suffering from burnout.
- Address the lack of time for training.
- Provide an answer to recurring questions.
- Identify opportunities to learn from customer's experiences.
- Improve First Contact Resolution (FCR).
- Enable self-service.
- Lower support costs.
What are the four (4) key types of knowledge assets that have been identified in KCS?
- Knowledge Articles
- People Profiles
- Account Profiles
- Customer Configuration
What does Knowledge-Centered Support (KCS) seek to do?
- Create content as a by-product of solving problems
- Evolve content based on demand and usage
- Develop a knowledge base of our collective experience to-date
- Reward learning, collaboration, sharing, and improving
What are the concepts of Knowledge-Centered Support (KCS)?
- A methodology that seeks to capture, structure, reuse, and improve knowledge in the support deliver process
- A means of collaboration
- NOT something we do in addition to solving problems-rather, it is the way we solve problems
- First and foremost about people and process; technology (tools) are enablers
A collection of information that is of value to an organization's customers, combined with means of accessing that information in order to answer questions and solve problems, is what?
What are the benefits of Knowledge-Centered Support (KCS) (e.g., Customers, Analyst, Organization)?
- Increased confidence in support
- Improved response from support (e.g., speed, accuracy, consistency)
- Personal empowerment and recognition
- Improved confidence
- Broadened expertise
- Improved effectiveness and efficiency
- Evolving resources and expertise
- Improved relevance and loyalty
How is ITIL and KCS similar?
- Were developed to improve service management effectiveness and efficiencies
- Are based on process and not technology
- Claim that knowledge management is a required process within service management
- Continue to evolve and mature
- Are acknowledged as best practices
How do ITIL and KCS differ from one another?
- KCS is a methodology, whereas ITIL is a framework
- KCS focuses on knowledge as information used to resolve incidents or answer questions within the service operations processes, whereas ITIL defines knowledge as all information within IT
- Different terminology is used
Who is the Consortium for Service Innovation?
The Consortium for Service Innovation is a non-profit alliance of customer service organizations that are working together to solve industry-wide challenges.
Why was Knowledge-Centered Support (KCS) created?
KCS was created to capture, structure, and reuse knowledge in order to improve the efficiency and effectiveness of support organizations.
When did work begin on the creation of KCS?
Identify some of the common benefits that result from implementing KCS.
- Common benefits of implementing KCS include:
- Solving incidents and closing cases faster
- Optimizing use of resources
- Enabling e-Service strategies
- Building organizational learning
What are the service management processes that integrate with KCS?
- Incident Management
- Problem Management
- Change Management
- Release & Deployment Management
- Request Fulfillment
- Even Management
- Access Management
- Service Level Management