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Explain how KCS complements with ITIL.
KCS is a methodology that identifies how to integrate knowledge management within the ITIL incident management process. Knowledge management is also integrated with problem, change, and release and deployment management processes.
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Explain how KCS is similar to ITIL.
- Were developed to improve service management effectiveness and efficiencies
- Are based on process and practices and not on technology
- Claim that knowledge management is a required process within service management
- Continue to evolve and mature
- Are acknowledged as best practices
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Explain how KCS differs from ITIL.
- KCS is a methodology and ITIL is a framework
- KCS focuses on knowledge as information used to resolve incidents or answer questions within the service operations processes, while ITIL defines knowledge as all information within IT
- Different terminology is used
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Identify core components of KCS, which are also implied or stated within ITIL.
- Core components of KCS which are also implied or stated within ITIL include:
- Search Early, Search Often - ITIL incident management requires a search of the known error database before incident diagnosis; seek to understand before you seek to solve
- Capture in the problem-solving process - ITIL captures knowledge in the workflow as incidents, requests, problems, and known errors
- Demand-driven Review - ITIL problem management reviews problems based on business impact and demand
- Details About the Knowledge are Valuable - ITIL captures reuse statistics as input to problem and change management
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Explain how knowledge management integrate with incident management.
- Knowledge articles are used to resolve incidents (called incident matching ITIL incident management)
- New knowledge articles are captured as a result of an incident
- Knowledge articles are enhanced through reuse within the incident management process
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Explain how knowledge management integrates with problem management.
- Article reuse can assist in identifying problems for analysis based on reoccurring incidents related to the problem.
- Knowledge articles are enhanced when problem management discovers the root cause, a workaround, or a fix.
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Explain how knowledge management impacts change management.
- The reuse of a knowledge article can assist in understanding the risk and quantifying the cost of existing problems if not resolved.
- Change management can require knowledge to be updates or added as a part of an approved change being implemented.
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Explain how knowledge management integrates with release and development.
- Knowledge articles are to be updated when a fix is released to a known problem.
- New knowledge articles can be added as part of the release management communication.
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Explain how knowledge management impacts service level management.
- Self-service can be added as an option for customers to find answers to their questions.
- Expectations of customers to leverage self-service may be set.
- Operational level agreements can define expectations of support partners to capture and share knowledge.
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A person or group who affects or can be affected by an organization's actions.
Stakeholder
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Structure method to define how a project or initiative supports the key objectives of the stakeholders.
Strategic Framework
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What is the benefit of strategic framework?
It establishes alignment with the stakeholder's objectives and maps the high-level goals of the organization with the goals of the individuals.
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What are the four (4) components of a strategic framework:
- Business Objective
- Approaches for each objective
- Measurements for each approach
- Targets for each measurement
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KCS Benefits and Return on Investment (ROI) - Stakeholders benefits will be realized at three (3) different levels as the KCS practices mature, what are the 3 levels?
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What are the Qualitative Customer Benefits?
- Improved experience with support (e.g., speed, accuracy, consistency)
- Customer / user productivity
- Sense of connection via the web
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What are the Quantitative Customer Benefits?
- Customer satisfaction survey
- Renewal rates on contracts
- Rate of repeat business
- Frequency of visits to web site and web feedback
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What are the Qualitative Employee Benefits?
- Recognition for problem-solving skills
- Peer feedback
- Sense of accomplishment and contribution
- Sense of autonomy
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What are the Quantitative Employee Benefits?
- Attrition rate
- Job satisfaction
- Broadened technical expertise
- Development of new knowledge-related competencies
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What are the Qualitative Organization Benefits?
Image and reputation, good place t work, good company to do business with
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What are the Qualitative Organization Benefits?
- Support costs per user / customer
- Cost per incident
- Cost of Creating / maintaining content for web delivery
- Capacity
- Time to technical proficiency
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What are the six (6) phases of KCS adoption.
- Assessment of the current state
- Acquisition of tools
- Design of the foundation
- Development of the KCS Core Team
- Organization of KCS waves
- Evolution of the process
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Implementation in Knowledge-Centered Support require the following investments (4)?
- Leadership and management
- Infrastructure and support
- Training and performance
- Knowledge monitoring
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