Top 4 reasons for having a Knowledge Management strategy

An effective knowledge management strategy can transform both your organization’s customer experience and employee loyalty.

The organization can also develop more innovative products and services and drive the kind of positive change that leads to great results. Working with KCS® (Knowledge-Centered Service) can make the difference between being just above average and greatness. KCS is a simple idea that creates profound benefits. The idea is that you should integrate the creation and maintenance of knowledge into the daily problem-solving process. Read more

What is the biggest challenge to make Knowledge Management work?

Barclay Rae, the CEO of itsMF UK, talks to Lena Stormvinge, Head of Training & Consulting at ComAround, about Knowledge Management at SITS 17

Most of us working in a service organization are struggling with making our customers satisfied with limited resources. Using an established Knowledge Management methodology and a specialized Knowledge Management solution, streamlines our support workflow to be able to resolve more incidents with our existing resources. Adopting the KCS methodology helps service organizations to know exactly what to do to get great results.

Barclay Rae, the CEO of itSMF UK, talks to Lena Storvinge, The Head of Training & Consulting at ComAround, about Knowledge Management. The interview is divided in three parts.

Part 1 – What is knowledge management?
Part 2 – What is KCS? – the 90/90 rule? What is the biggest challenge to make Knowledge Management work?
Part 3 – About ComAround and the future of service organizations

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The support iceberg is growing 24/7 – opportunity or threat?

As service-oriented support organizations and service desks, how do we address the new generation of employees, the old generation’s new behaviors, and new technology?

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HDI Orlando – “Level Zero” on everyone’s lips

After spending three days at the HDI conference in Orlando, the world’s largest helpdesk and service desk event, I can say that American companies and organisations are currently focusing strongly on introducing Level Zero support, which is the level before first line where users can help themselves.

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That’s why service desk should use self-service as a support channel

Self service means to obtain answers to questions by yourself, without having to contact the staffed support function. This is 6 reasones why a Service Desk should use self-service as a support channel to their customers. Read more

Self-service close at hand

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?

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Part 2: Resolve more cases with self service – support strategy and goals as fundamental control instruments

A new service or tool won’t automatically perform miracles if you don’t do anything useful with it. You must decide on a strategy and get people to follow it if you’re to be successful. In this blog, I describe the most important elements of a support strategy for self service and the importance of setting goals.

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Part 4 Järfälla Municipality: Measures and plans for solving more cases in Zero Level support

Järfälla Municipality, outside Stockholm, has been using web-based self-service as a support channel for seven years. Last year, they decided to introduce Zero Level support as a stage before first line. Zero Level support is expected to solve 40% of all incoming cases. The challenge is to get users to help themselves via self-service.I have interviewed Hans Berkvall, IT Manager at Järfälla Municipality, who describes their measures and plans for increasing the number of solved cases in Zero Level support.

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Part 3 Järfälla Municipality – Reasons and expectations for Zero Level support

In the previous two blogs about Järfälla Municipality, outside Stockholm, I have described its IT department’s challenges and how they are currently using web-based self-service in their activities. For this blog, I interviewed IT Manager Hans Berkvall about why they are taking the next step and introducing Zero Level support as a stage before first line.

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Meeting customer needs with KCS

Across industries and geographies, companies are asking the same questions: How do they scale and extend their support capabilities, with limited staff and budget resources?  How do they continue to provide world class customer service to existing customers while being asked to do more? How can they keep up with the increasing demand on their support staff?

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