HDI Member Discussion Room / HDI Discussion Rooms / Knowledge Management in Support Operations

Knowledgebase/management....over doing it?

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Greetings.

I'm a Team Lead for the 2nd level of my organizations Support Center. One of my responsibilities is ensuring that knowledge is created and maintained for our 1st level analysts. I'm getting into a little bit of a philosophical debate with my manager and thought that some people might have their input on to help us come to an agreement.

Prior to continuing I should point out that both me and my managers outlook is that our 1st level analyst is to have basic to moderate troubleshooting abilities. They if they are unable to resolve an issue they will escalate to a desktop technician (this is basic backstory of course).

The debate is that analysts have been failing to perform basic troubleshooting lately. For example, not rebooting a PC as part of their troubleshooting steps. Not clearing temporary internet files if an internet page is displaying properly. My manager believes that our knowledgebase should contain even the most basic troubleshooting including situations as described about. My contention is that there are so many scenarios in which basic troubleshooting can be performed that it can prove to be difficult to write a specific knowledge on it. Additionally, if our goal is to have analysts skill level to have a basic undertanding of troubleshooting PC issues then writing, and maintaining knowledge on these issues seems to me a little bit of an overkill.

Does anyone have any input or ideas to help with this debate?

Thank you

Knowledge Manager Job Descriptions?

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Does anyone have a Knowledge Manager job Description they'd be willing to share? We are looking at hiring a Knowledge Manager and we could use a starting point.

Thanks

Andy Glover

Harrah's Entertainment

Knowledge Base CONTENT Providers

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Our company is looking for knowledge base content which we can import into our own KB Management system.

Having a hard time finding companies that provide just the content...everyone wants to sell the "management" piece.

I've heard of Right Answers and PC How To -- anyone know of other companies that can provide us with a pre-populate KB database?

Any assistance would be greatly appreciated.

Thanks

In search of Knowledgebase information

Admin — Tue, 29 Jan 2008 15:27:25 GMT

We are looking at different products that offer a knowledgebase solution, such as Right Answer and Talisma Knowledgebase. If anyone could share their requirements and/or any other products and suggestions you may have, I would greatly appreciate it! You can email me at Regina.Jordan@wnco.com as well.

Knowledge Management Evaluation

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Our company is considering brining a vendor in to do an evaluation of our current knowledge management process. We are looking for recommendations on how to move this process out of 1st level and into 2nd and 3rd level. We have met with IHS Solutions and are looking for other vendors that do this type of evaluation. Has anyone had a similar evaluation? Can anyone recommend another vendor to compare services and costs?

Angette Hudson

Merck & Company, Inc.

Knowledge System In Use

Admin — Tue, 29 Jan 2008 15:27:25 GMT

My organization will be buying an IT Service Solution next year (like HP Service Desk). However, we do not currently have a knowledge management system. My leadership does not want to buy a KM because the new solution will have it included. Does anyone know of any good free KMs? Do you know if IT Service Solution KMs are a great tool "out of box."

Whos Using KM in Support?

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Is anyone using KM techniques and theories in their support operations?

How do you capture and reuse the knowledge that is created in the course of daily support opertions?

Knowledge management

Admin — Tue, 29 Jan 2008 15:27:25 GMT

We currently are using Remedy for Incident management. We use Serviceware 2.4 and are considering upgrading to 5.7 with remedy integration. Are there any other knowledge base systems that are tops in the industry?

Requirements will be:

Full text search

Oracle 10G backend

Social Networking vs. KCS

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Most recently, I am seeing discussions of Social Networking trying to replace KCS. One of the key drivers is the idea of collaborative authoring (think of white-boarding) with the customer. It seems in a B2B Help Desk environment, where SLA's are strictly enforced, that collaborative authoring with an end-user may be difficult to achieve on a scalable, and cost-efficient basis. More importantly, the cultural shift required to hit nirvana is likely to be a very long and expensive process.Is anyone headed toward replacing their Knowledge Management system with an open, Social Networking (Wiki-type) tool? If so, how are you dealing with compliance factors such as SOX and HIPAA? Also, what success are you having, what obstacles are you encountering, and what benefit levers are you driving?Please feel free to share your general comments on this topic.Thanks,jc

Knowledge Management for customization

Admin — Tue, 29 Jan 2008 15:27:25 GMT

Can Knowledge Management software be used to customize the closing of a particular call? Is anyone using scripting for help desk support?

Multi-lingual Content Authoring

Admin — Tue, 29 Jan 2008 15:27:25 GMT

****o All:Trying to get a feel for best-practices with multi-lingual content creation in a de-centralized authoring model. That is, when you allow authoring to occur in separate languages, it is difficult to maintain a master version, as well as synchronized versions across the globe. For instance, a German author creates a KB document on "Operating WiFi in coffee shops." If this is considered a global article and should be translated into other languages, what process should be followed?I've been told that a Master Language should be identified. So no matter what is created, there should always be a copy in the Master Language (in our case, it would be English). But this does not seem to be the easiest or least expensive way to do this.Additionally, it seems there will be a set of decision criteria that would identify when a document would be required to go multi-lingual. What decision criteria do you use?Finally, how do you identify Content Usage, and Re-Use metrics across languages? How do you know if the article "Operating WiFi in coffee shops" is spiking through the roof in Japan and France, but not in Spain? - - - Do you use a set of pre-defined meta-tags for each document, linking them across languages? What is the common language or code that you use?Thoughts / Comments?Thanks,jc