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April2007 Knowledge Mgmt

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IT Service and Support
IT Service and Support

Debbie Duong and Brent Pliskow, Credit Acceptance

TechnologieFormation
1  sur  42
Brent Pliskow, Help Desk Supervisor Debbie Duong, Help Desk Manager April 12 th , 2007 KCS Implementation at Credit Acceptance
Today’s Objectives ,[object Object],[object Object],[object Object]
Challenges Facing Support SUPPORT ORGANIZATION Source: Help Desk Institute - Foundations of KCS Course Material Increasing Complexity Increasing Demand Decreasing Budgets Rising Costs
Background ,[object Object],[object Object],[object Object],[object Object],[object Object]
Background ,[object Object],[object Object],[object Object]
KCS Methodology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
KCS Double Loop Process Knowledge Capture in The workflow Structure For reuse Searching Is creating Just-in-time Solution Quality Solve Leadership Performance Assessment Content vitality Workflow Evolve
The Solve Loop ,[object Object],[object Object],[object Object],[object Object]
KCS Double Loop Process Knowledge Capture in The workflow Structure For reuse Searching Is creating Just-in-time Solution Quality Solve Leadership Performance Assessment Content vitality Workflow Evolve
The Evolve Loop ,[object Object],[object Object],[object Object],[object Object]
Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Roles and Responsibilities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Metrics ,[object Object],[object Object],[object Object],[object Object],[object Object]
KCS Recommendation ,[object Object],[object Object],[object Object],[object Object],[object Object]
Credit Acceptance Implementation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Prior to 2004 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Document Template ,[object Object],[object Object],[object Object]
Documents
Hardware Template
Hardware Template
Hardware Template
Hardware Template
Hardware Template
Hardware Template
Hardware Template
Creating a New Call KB Button
KB Search Results
KB Article
KB Actions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Submitting Knowledge
Maintenance ,[object Object],[object Object]
Knowledge Administrator View
Knowledge Administrator View
Self-Help (Public View of KB)
Self-Help (Public View of KB)
Metrics
Results ,[object Object],[object Object],[object Object]
Lessons Learned ,[object Object],[object Object],[object Object],[object Object]
Today and the Future ,[object Object],[object Object],[object Object],[object Object]
Additional Resources ,[object Object],[object Object],[object Object]
Questions?

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April2007 Knowledge Mgmt

Notes de l'éditeur

  1. What company does Background on presenter How many are familiar? How many use? Or have something implemented? What scale? What do you do