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Enamul Haque
Solution Architect
HCL GREAT BRITAIN Ltd.
Improving End to End Service
Life-Cycle with
Knowledge Management
• Successful
implementation of
Knowledge
Management (KM) can
transform Service
management a big
success story.
• It can br...
• As the scope of
services supported
continues to grow in
most organizations, the
role and functions of
the support center...
Transformation: from Analyst Centered IT Support
Analyst
Fragmented
Knowledge
Repositories
to Knowledge Centered Support
Analyst
Knowledge
At finger tips
End to End Service Knowledge Management
Knowledge
Management
lifecycle
Service
Management
lifecycle
Activities to
perform
...
Transforming Data to an Asset
Creating the
visibility of
knowledge
data creates
customer
delight
Keeping
knowledge data in...
Improving Organizational Learning
Reducing re-
work &
enabling the
optimized use
of resources
Helping to
organize and
shar...
Improving Service Quality
Reducing
escalation & call
length by having
solutions at the
fingertips of IT
Support
Increased ...
Reviewing the articles
on timely manner
will keep the articles
up to date
Update the articles
based upon
“Feedback” provid...
Assessing KM maturity
Footing KM
Reactive KM
Active KM
Proactive KM
Innovative KM
Follow me in tweeter: twitter.com/haquenam
If you want Power Point version of this document,
please drop me a message in L...
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Visualizing service optimization with efficient knowledge Management

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How to improve end to end service life cycle with knowledge management

Successful implementation of Knowledge Management (KM) can transform Service management a big success story.

It can bring consistency and accuracy in day to day IT operations, product life-cycle management, transition planning, improve customer satisfaction, reduce design and planning errors, saving time on technical queries, intellectual capital management, sustainable prevention and most of all to stop-reinventing the wheel.

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Visualizing service optimization with efficient knowledge Management

  1. 1. Enamul Haque Solution Architect HCL GREAT BRITAIN Ltd. Improving End to End Service Life-Cycle with Knowledge Management
  2. 2. • Successful implementation of Knowledge Management (KM) can transform Service management a big success story. • It can bring consistency and accuracy in day to day IT operations, product life-cycle management, transition planning, improve customer satisfaction, reduce design and planning errors, saving time on technical queries, intellectual capital management, sustainable prevention and most of all to stop- reinventing the wheel. • It can leverage cost efficiency and improve end to send service life- cycle management. Service Life-Cycle and Knowledge Management
  3. 3. • As the scope of services supported continues to grow in most organizations, the role and functions of the support center becomes increasingly complex. • Knowledge Management (KM) based Support is transforming the way in which support organizations do business. • Incidents and problems are the most visible signs of service desk activity – KM eliminates the escalation at the root Support Centers and Knowledge Management
  4. 4. Transformation: from Analyst Centered IT Support Analyst Fragmented Knowledge Repositories
  5. 5. to Knowledge Centered Support Analyst Knowledge At finger tips
  6. 6. End to End Service Knowledge Management Knowledge Management lifecycle Service Management lifecycle Activities to perform Knowledge Authoring Process
  7. 7. Transforming Data to an Asset Creating the visibility of knowledge data creates customer delight Keeping knowledge data in a centralized repository makes it easy to use & increases the reliability Capturing the Knowledge and structuring the data Building & scaling knowledge data helps finding the needed answer by the right people at the right time REMEMBER: KM enables fact based decision making in a service life-cycle
  8. 8. Improving Organizational Learning Reducing re- work & enabling the optimized use of resources Helping to organize and share the existing knowledge Sustaining IT knowledge across Services and organization to improve in resource staffing Helping the resources to grow by allowing them to work on new problems more often and on a broader set of issues REMEMBER: Organizations learn through individuals who learn FIRST!
  9. 9. Improving Service Quality Reducing escalation & call length by having solutions at the fingertips of IT Support Increased first pass resolution in request handling Provides consistent and accurate answers through a single point of access Self–service (IT Self Help) use makes call deflection or issues solved without assistance or escalation REMEMBER: A business with high service quality will meet customer needs whilst remaining economically competitive
  10. 10. Reviewing the articles on timely manner will keep the articles up to date Update the articles based upon “Feedback” provided by End users Update the articles as changes come to Service life-cycle RETIRE/REUSE/ RECYCLE Managing the knowledge health
  11. 11. Assessing KM maturity Footing KM Reactive KM Active KM Proactive KM Innovative KM
  12. 12. Follow me in tweeter: twitter.com/haquenam If you want Power Point version of this document, please drop me a message in LinkedIn: https://www.linkedin.com/in/haquenam Thank you and Kind regards.

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