HDI Knowledge Centered Support
This Knowledge Management best-practices course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Support that creates and maintains knowledge as a by-product of the incident management process.
Objectives
- How to efficiently create and maintain quality, easy-to-find content in the knowledge base
- A process for monitoring the quality of knowledge.
- Ways to motivate support analysts to use the knowledge base and to effectively assess individual and team contributions
- How you can minimize or eliminate the need for a knowledge engineering function.
- How to articulate the value of knowledge management practices for your organization
Support Professionals and Project Managers
Support Center Overview
- What Is Knowledge-Centered Support?
- What Led to the Development of KCS?
- Why Do You Need KCS?
- What Are the Benefits of KCS?
- How Does KCS Align with ITSM?
The KCS Model
- Understanding KCS
- The KCS Process
Aligning KCS with the Business
- Aligning Business Goals and Objectives
- Providing Value with KCS
- KCS Return on Investment (ROI)
Content Vitality
- What Is Content Vitality
- The Content Standard
- The Content Migration Process
- Knowledge Monitoring
KCS Roles and Responsibilities
- Who Are the Typical Players in KCS?
- What Is the KCS Competency Model?
- Defining Roles and Competencies
The KCS Workflow
- What Is Workflow?
- What Is Structured Problem Solving?
- Workflow and Technology
- Process Integration
Performance Assessment
- The KCS Competency Model
- Performance Assessment
- Rewards and Recognition
- Feedback and Reputation Model
Leadership and Motivation
- Leadership
- Motivation
- Defining Purpose
- Promoting Teamwork
Communication
- Communication
- Key Messaging and Elevator Pitches
- Handling Questions and Objections
- Delivery Options
Technology
- Functional Requirements
- KCS Verified
The KCS Adoption Roadmap
- The KCS Adoption Program
- Adoption Roles
- Implementation Strategy
- Investment: People, Process, Technology
- Critical Success Factors
