The implementation of a strategy often requires changes in people, processes, and technology. Perhaps the most difficult change and the one we struggle most with is changing ourselves – the people. We’re creatures of habit, and if we’re not motivated or can’t see what’s in it for us, we essentially won’t ever change. When establishing successful Knowledge Management, we need to shift the culture away from recognizing people for what they know, and toward recognizing people for their ability to learn, collaborate, and share. How can we transition to a winning Knowledge Management culture? Author Daniel Pink outlines three key motivational factors in his popular book “Drive: The Surprising Truth About What Motivates Us”.
Knowledge sharing has huge benefits in an organization, but not all organizations take advantage of it. Knowledge is often scattered everywhere in an organization. Knowledge arises and is produced in departments and projects groups, and for individual purposes. It could be stored as documents on a server, on an employee’s computer, as well as in knowledge bases, or not stored at all. Usually the majority of documented knowledge is seldom used despite its benefit to many employees, customers, and partners. That’s because they can’t find it or don’t even know that it’s there. The benefits of reusing collective knowledge in an organization are huge. An organization can achieve operational efficiency and organizational learning, as well as drive innovation and product development. Achieving these benefits requires a corporate Knowledge Management strategy that supports a knowledge sharing culture and the building of a common knowledgebase.
Whether you’re looking to implement self service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution. Learn what they are and how to use them!
At the office, we all work long hours in order to meet fast approaching deadlines. The last thing we want is for our basic programs such as Outlook, Word, or Excel to provide us with yet another obstacle to overcome. We do not have the time to contact the service desk for simple tasks. It takes time to contact the service desk, and it can even be a bit embarrassing to ask these questions. I mean, I do not want to be that person that makes the service desk sigh and laugh about. There has to be a better way, right?
Users will benefit from easy access to the self-service knowledge tool. With easy access users will resolve problems themselves instead of calling the service desk. It is also advantageous to have the self-service solution integrated with the ITSM tool. This integration gives users the ability to access knowledge articles while registering an incident. It is also important to link the self-service portal where the problems and questions arise. The more places users have access to the self-service solution the greater chance that the user will view self-service as the best and first choice for resolving an incident.
Keeping information current is a challenge, and keeping knowledge social is reality. The future is here for knowledge solutions that capture knowledge when an incident occurs. More and more organizations have realized that KCS is the methology that leverages the power of knowledge within the support organization. Read what we think are the three core reasons why KCS is working across the support infrastructure.
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