The Strategic Knowledge Management event took place on 22nd May 2019 at the Crowne Plaza London. The event was hosted by Tessa Troubridge, CEO at SDI.
James Heritage, Knowledge Manager, ENGIE
Hannah Price, Service Management Consultant at TOPdesk
Todd McQuilkin, Air-IT CEO & Air-MSP Consultancy Managing Partner
Darren Savage, Service Management Support Manager – Boeing Defence UK – Service Management
Neville Ward, SMAX Solutions Architect, Micro Focus
Diana Stefan, Senior Knowledge Management Resource in Bucharest, Wipro
You can view the speaker presentation slides below:
Interactive workshop feedback:
1. Implementing a new tool set with knowledge management
– include your internal and external users
– Where are you coming from?
– What do you have? What do you do with existing knowledge?
– Start from scratch/ clean up your knowledge base
What is the format of your knowledge base?
– Text vs. video
– Make the knowledge more digestible
Speed of delivery vs. process
– Get knowledge up first and work out the process after
Configuration and customisation
– Different requirements
– If the knowledge base is too bespoke, it will not be easy to update
2. Gaining buy-in from stakeholders
Different concerns regarding different groups
– Shift left?
– What do different stake holders offer/ their values
– Are they cost effective?
– Continual improvement
SMEs, authors, resolver teams
– What are the ramifications for them?
– “Make a deal” – if you write an article once, you don’t need to resolve these tickets again
– Categorise and collate existing knowledge
– Is it easier to phone, email or self serve? It’s important for you to drive customers in the right direction
3. Coaching users for success with a knowledge base
Adoption of processes
– How are messages received?
– Champions showing others how to use the knowledge base
– Pressures – balancing SLAs with benefits of knowledge management
A positive message
– Turning feedback into knowledge creation
– Coaching can’t be forced upon people
4. Getting the service desk to use the knowledge base
ITSM tool capability
– Logging a ticket identifies knowledge articles to help
– An organised knowledge base is better for searching
– Ask colleagues to use the knowledge base
– The info in the knowledge base must be kept up to date
5. Building a strategy for knowledge management
How high level is your strategy? Is there too much detail?
– Be more fluid in your strategy
– Involve stakeholders
– How do you get people to use it?
– A phased approach such as focus groups
– Listen to customer feedback
– Don’t be afraid to adjust
Ask yourself ‘why are we doing this?’
– Tell customers about your strategy
– Future proofing
– Accept not everyone will use it
Start small, start simple!