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.

1. Enamul Haque
Solution Architect
HCL GREAT BRITAIN Ltd.
Improving End to End Service
Life-Cycle with
Knowledge Management

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. • 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. Transformation: from Analyst Centered IT Support
Analyst
Fragmented
Knowledge
Repositories

5. to Knowledge Centered Support
Analyst
Knowledge
At finger tips

6. End to End Service Knowledge Management
Knowledge
Management
lifecycle
Service
Management
lifecycle
Activities to
perform
Knowledge
Authoring
Process

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. 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. 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. 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. Assessing KM maturity
Footing KM
Reactive KM
Active KM
Proactive KM
Innovative KM

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Thank you and Kind regards.