Discover why sharing knowledge is a super power within your IT department. Presented by Karst van Keijzerswaard

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Sharing knowledge is a
super power

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Karst van Keijzerswaard
Service Management
Consultant, TOPdesk

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• Educational Scientist
• Teacher
• Service management consultant

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Looking into knowledge
Some things you should know about
knowledge

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What you should know…
“…Everything is on the internet, right?
“Right…, everything is on the internet”

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Knowledge & skills
Let me tell you about this Dutch professor
Adriaan de Groot
“Thought and Choice in
Chess (1946)”

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Expert vs Novice
An expert “knows” where to look
• If the rules of the game are followed

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Knowledge & skills

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Knowledge & Skills
Take aways:
• Acquiring knowledge is a cumulative process
• Acquiring knowledge requires active engagement
• We are limited in our information processing
• Knowledge is prerequisite for problem solving

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Knowledge & Skills
Becoming skilled requires knowledge
• Skilled servicedesk
• First time fix
• Knowing what to automate
• Self Service
 Not without knowledge sharing

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Shift left (left)
Costs
Average duration
Customer
1st line
2nd line
Optimize selfservice
use
Move issue resolution
to selfservice platform
Move issue resolution
to the 1st line

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Knowledge Centered Support
A knowledge practice for your Servicedesk

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The methodology
KCS® = Knowledge
Centered Service
Developed in 1992 by:
Consortium for Service Innovation
For every knowledge
intensive environmentThe way to solve calls

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KCS methodology
Capture
Structure
Reuse
Improve
Content Health
Process
Integration
Performance
Assessment
Leadership &
Communication
Evolve
Solve
Source: KCS® Double Loop process

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Capture
Structure
Reuse
Improve
Content Health
Process Integration
Performance
Assessment
Leadership &
Communication
Evolve
Solve
KCS methodology
Source: KCS® double loop process

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KCS solve process
Create a call
Search the
knowledge
base
Use the
knowledge item
Close the call
Solve or
escalate
Close the call
Add to
knowledge base
Edit
No
No
Yes
Yes
Found the
answer?
Correct?

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Basic principles
• Demand driven
• Just enough information
• Continuous improvement
• Everyone is responsible
• Knowledge system = collective
memory

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When I say everyone, I mean everyone!
• Knowledge is hard to get by
• We are associative beings
• Sharing knowledge means knowledge creation
• It makes our work fun

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Get your stuff in place

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Get your stuff in place

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Get your stuff in place: tool
• The knowledge base is accessible
• Every operator can create and edit knowledge ‘items’
• A portal to share knowledge with your customer
• Easy feedback loop

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Get your stuff in place: process
• Integrate knowledge management in every single call
• Make your knowledge base a priority

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Get your stuff in place: People
• Sharing isn’t a choice
• Work together
• Share responsibilities
• Constructing knowledge is an active practice

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So let’s wrap it up

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KCS methodology
Capture
Structure
Reuse
Improve
Content Health
Process
Integration
Performance
Assessment
Leadership &
Communication
Evolve
Solve
Source: KCS® Double Loop process

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Capture
Structure
Reuse
Improve
Content Health
Process Integration
Performance
Assessment
Leadership &
Communication
Evolve
Solve
KCS methodology
Source: KCS® double loop process

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What did you learn?
Did I tell you I was a teacher?
Quiz!

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Thank you for attending
Please join me at the round table
for further discussion

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Thank you for attending
View this presentation online