optimizing service desk interactions with knowledge management - bmc engage 2015

© Copyright 05/01/2023 BMC Software, Inc1

Jon HallLead Product Manager10th September 2015

Optimizing Service Desk Interactions with Knowledge Management


Agenda

Knowledge Management is getting more important

Enabling the power of knowledge

What’s coming next?


Knowledge is getting more important


Digital businesses deploydigital services

Mobile-first Intuitive & Intelligent Automated & Data-fueled

Lean-serviced Crowd supported High speed IT


…but this presents new challenges for IT Support

Knowledge takes time to produce

Staff on-boarding and turnover

Disjointed tools

More impact from “Classic” problems…

Increasing pace of change

New interaction channels

More things to support

Some growing challenges…


2013 2014 2015 20200

7,500

15,000

22,500

30,000

3,032 3,750 4,880

25,006

http://www.gartner.com/newsroom/id/2905717

Millions of devices arising from the Internet of Things


Real world observations and challenges

Little or no time to create knowledge

Standalone Knowledge Systems mean “swivel-chairing”

The agent’s gamble: resolution rate vs call handling time

Onboarding times can be high, staff retention rates low


Enabling the power of knowledge


Key findings underpinning SmartIT

Google is effectively a competitor to a Knowledge tool

Knowledge is fundamental to an assistive service tool

Significant opportunity existed to transform consumption of Knowledge


(for 7.6.03 and later versions, effective from December 2014)

UPDATED KNOWLEDGE LICENSING

NEW ENTITLEMENTS FOR ITSM SUITE LICENSE

• Search, view and comment on knowledge articles• Create and update Knowledge Articles• Manage article lifecycle• Manage knowledge base


Instant, dynamic knowledge presentation


Collaboration: Knowledge is a team sport!


Knowledge underpinning self-service

Prototype image only


Fast, assisted knowledge creation


Enabling the power of The Long Tail

Low interaction per item, but huge breadth of coverage.

INTE

RA

CTI

ON

S

ITEMS

THELONGTAIL

POPULARARTICLES

Small subset of articles, each with high number of views.

“Help me find it”

“Make everything available”

“Cut costs”


Dealing with different types of Knowledge

STRUCTURED

UNSTRUCTURED

UNDIFFUSED DIFFUSED

PROPRIETARY TECHNICAL DOCUMENTATION

PROJECT SPECIFIC PROCEDURES

USER DOCUMENTATION

PUBLISHED ONLINE

BUSINESS-UNIT SPECIFIC TECHNICAL SKILLS

LEAD ENGINEERS TACIT KNOWLEDGE

MOVE TACIT KNOWLEDGE UP THEY-AXIS

CONTEXTUALIZE SPECIFIC KNOWLEDGE AND MOVE DOWN Y-AXIS

DISSEMINATE PRIVATE PCOKETS OF KNOWLEDGE MORE WIDELY

DIFFUSE KNOWLEDGE EXTERNALLY TO FACILITATE SELF-HELP


What’s coming next…

© Copyright 05/01/2023 BMC Software, Inc18 BMC San Jose

Scaling knowledge to the growing digital enterprise

STANDALONE KNOWLEDGE TEAMS ARE STRUGGLING

TECHNICAL TEAMS AND EXPERTS ARE ALREADY OVERWORKED

CROWDSOURCING IS GROWING BUTSIGNAL-TO-NOISE CAN BE AN ISSUE


KNOLWEDGE CENTERED SUPPORT

1. Encourages knowledge production as core part of business-as-usual support process

2. Brings the best content to prominence

3. Develops Knowledge creation skills in a guided way

KCSSM Version 5.2Knowledge-Centered SupportPRACTICES GUIDE


Knowledge Centered Support – SmartIT roadmap

Prototype Image – delivered in product in Dec 2015 in slightly different form.

BMC Confidential – Subject to change


Knowledge Centered Support – SmartIT roadmap

Prototype Image- Subject to ChangeBMC Confidential – Subject to change

Prototype Image- Subject to Change

© Copyright 05/01/2023 BMC Software, Inc22 BMC San Jose

Key Takeaways

KNOWLEDGE IS A CRITICAL COMPONENT OF THE DIGITAL ENTERPRISE SERVICE DESK

PRODUCT INVESTMENT AND SIMPLIFIED LICENSING MODEL FROM BMC

INNOVATIVE ROADMAP FOR KNOLWEDGE AND KCS ADOPTION


Thank You.

Jon Hall

+44 7595 [email protected] @JonHall_

mailto:[email protected]

optimizing service desk interactions with knowledge management - bmc engage 2015

Technology