Knowledge Management Texas-style Session 508 Knowledge

Knowledge Management, Texas-style Session 508

Knowledge Management, Texas-Style Presented by: Belinda Perez Stephanie Moorer

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 Share. Point Major challenges: • Information located in paper binder & Share. Point • Share. Point not trusted – maintaining on paper was the status quo • Share. Point 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 Share. Point 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 – Share. Point vs. KME

Today… Formalized KM Tools & Standardized Process Developed 1 st 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 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 provided by Exec Management • Documentation stored various locations – network drive, Share. Point, paper • No Metrics – What to Measure?

Benefits üCentral Repository for all KM information üFirst Call Resolution potentially improved üEfficient & Effective Routing of incidents to 30+ Workgroups üRefer back to resolution of previously submitted Incidents for issues or question

Benefits ü KM will reduce time for Research & Resolution of issues ü KM frees up Operational staff time when solutions provided by the Service Desk ü KM Documents assist with On Boarding of new hires ü 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 • Share. Point 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 Management Push for KM Documentation Rework, Wrong Metrics, Push for the Wrong reasons Lesson Learned Develop Standards, Educate Workforce, Collaborate Best Ideas 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

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 ü ü ü 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 x x x Don’t assume everyone knows what’s going on Don’t ask staff to produce & not allow time for effort Don’t get started without a Plan Don’t get started without a Process Don’t get started without Standards Don’t forget where to Deposit attachments 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

Knowledge Management Metrics 2012 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!