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Who is responsible for:
- Serve as a single point of contact (SPOC) for the customer
- Provide quick, responsive, and consistent, high-quality service and support as defined in service level agreements (SLAs)
- Keep the organization and/or supported customer performing at the highest level possible
- Align support goals with business goals to deliver strategic value tot he organization
Support Center
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Who maintains the Knowledge-Center Support (KCS) practices?
Consortium for Service Innovation
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A method of accomplishing a job, task, or process that is considered to be superior to all other known methods and is regularly measured over time to ensure its effectiveness - these can be repeated consistently to gain positive results, this is what?
Best Practices
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What are the four (4) critical challenges facing support?
- Decreased budgets
- Increased complexity
- Rising costs
- Increased demand
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How are the stakeholders impacted by the challenges of the support center (e.g., Customers, Analyst, Organization)?
- CustomerLack of confidence in support
- AnalystBurnout and lack of job satisfaction
- Repetitive problem-solving
- Inability to meet customer's needs
- Lack of trust in how the organization values their worth
- OrganizationResource constraints
- Lack of expertise
- Expectations continue to grow
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What is the most common inhibitor of getting support for a new initiative?
Lack of a business case and ROI projection.
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What are the four phases of the HDI Support Center Maturity Model?
- Reactive
- Proactive
- Customer-Centric
- Business-Centric
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In this service model: Focus on the operational level and are highly labor-driven; Support function is beginning to form; service is basic and the cost per contact may be high; organization has recognized the value of building a support organization; may see return on customer satisfaction and loyalty - What service level is this?
Level 1 - Reactive
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In this service model: More efficient and effective in anticipating and addressing the needs of its customers; great strides have been taken to implement best practices; has a good understanding of the types of incidents that are being reported but may not be able to provide integrated feedback to various groups within the organization; limited level of integration between change, release, and problem management - What service level is this?
Level 2 - Proactive
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In this service model: Focus is on meeting the needs of the customer; consistently provides customers with service when and how they want it; many other support organization want to emulate this model; provides a variety of ways for customers to obtain support which allows the organization to operate more efficiently and effectively - What service level is this?
Level 3 - Customer-Centric
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In this service model: Has become a strategic support center; optimal methods for evaluating support in terms of its overall value tot he organization has been developed; Knowledge-Centered Support has been implemented - What service level is this?
Level 4 - Business-Centric
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What are the top ten (10) reasons supports centers should implement KCS?
- Respond to and resolve issues faster.
- Provide answers to complex issues.
- Provide the same answers to the same questions.
- Support analysts suffering from burnout.
- Address the lack of time for training.
- Provide an answer to recurring questions.
- Identify opportunities to learn from customer's experiences.
- Improve First Contact Resolution (FCR).
- Enable self-service.
- Lower support costs.
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What are the four (4) key types of knowledge assets that have been identified in KCS?
- Knowledge Articles
- People Profiles
- Account Profiles
- Customer Configuration
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What does Knowledge-Centered Support (KCS) seek to do?
- Create content as a by-product of solving problems
- Evolve content based on demand and usage
- Develop a knowledge base of our collective experience to-date
- Reward learning, collaboration, sharing, and improving
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What are the concepts of Knowledge-Centered Support (KCS)?
- A methodology that seeks to capture, structure, reuse, and improve knowledge in the support deliver process
- A means of collaboration
- NOT something we do in addition to solving problems-rather, it is the way we solve problems
- First and foremost about people and process; technology (tools) are enablers
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A collection of information that is of value to an organization's customers, combined with means of accessing that information in order to answer questions and solve problems, is what?
Knowledge Base
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What are the benefits of Knowledge-Centered Support (KCS) (e.g., Customers, Analyst, Organization)?
- Customer
- Increased confidence in support
- Improved response from support (e.g., speed, accuracy, consistency)
- Analyst
- Personal empowerment and recognition
- Improved confidence
- Broadened expertise
- Organization
- Improved effectiveness and efficiency
- Evolving resources and expertise
- Improved relevance and loyalty
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How is ITIL and KCS similar?
- Were developed to improve service management effectiveness and efficiencies
- Are based on process and not technology
- Claim that knowledge management is a required process within service management
- Continue to evolve and mature
- Are acknowledged as best practices
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How do ITIL and KCS differ from one another?
- KCS is a methodology, whereas ITIL is a framework
- KCS focuses on knowledge as information used to resolve incidents or answer questions within the service operations processes, whereas ITIL defines knowledge as all information within IT
- Different terminology is used
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Who is the Consortium for Service Innovation?
The Consortium for Service Innovation is a non-profit alliance of customer service organizations that are working together to solve industry-wide challenges.
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Why was Knowledge-Centered Support (KCS) created?
KCS was created to capture, structure, and reuse knowledge in order to improve the efficiency and effectiveness of support organizations.
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When did work begin on the creation of KCS?
1992
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Identify some of the common benefits that result from implementing KCS.
- Common benefits of implementing KCS include:
- Solving incidents and closing cases faster
- Optimizing use of resources
- Enabling e-Service strategies
- Building organizational learning
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What are the service management processes that integrate with KCS?
- Incident Management
- Problem Management
- Change Management
- Release & Deployment Management
- Request Fulfillment
- Even Management
- Access Management
- Service Level Management
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