Think out of the box to combine traditional knowledge offerings with other forms of knowledge support
There are so many powerful ways to share and consume information today – documents, webpages, and apps on mobile devices to name a few. But when it comes to Knowledge, much of the content comes in the form of documentation, such as downloadable user manuals and FAQs. And this is perfectly OK. As I mentioned in an earlier post, I download product manuals when they’re available because I still find them useful – even though it is considered old school.
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Topics:
Service Now,
ServiceNow,
Knowledge Management,
Service Catalog Consultant,
Service Knowledge Management System,
IT Service Catalog,
ITSM,
IT Service Management,
IT Self Service,
ITSM Strategy,
Employee Self-Service Portal,
Customer-Centric IT,
ServiceNow Solutions,
ServiceNow Partner,
ITSM Consultants,
Customer-Centric ITSM,
IT Service Owner,
Service Portal,
Service Catalog Planning,
ServiceNow Service Portal,
ITSM Platforms,
IT Service Design,
services factory,
Don Casson,
customer self-service,
servicenow knowledge management,
kcs,
knowledge centered services
How to make the knowledge journey worthwhile for customers with effective self-service knowledge management
Breaking the inefficient 1:1 human interaction cycle–service desk interactions which take place via phone or e-mail–is an urgent matter for modern service organizations aiming to deliver exceptional customer service. If you’re looking to move away from older, less effective customer support processes, the adoption of self-service knowledge management is a key enabler.
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Topics:
Service Now,
ServiceNow,
Knowledge Management,
Service Catalog Consultant,
Service Knowledge Management System,
IT Service Catalog,
ITSM,
IT Service Management,
IT Self Service,
ITSM Strategy,
Employee Self-Service Portal,
Customer-Centric IT,
ServiceNow Solutions,
ServiceNow Partner,
ITSM Consultants,
Customer-Centric ITSM,
IT Service Owner,
Service Portal,
Service Catalog Planning,
ServiceNow Service Portal,
ITSM Platforms,
IT Service Design,
services factory,
Don Casson,
customer self-service,
servicenow knowledge management,
kcs,
knowledge centered services
Creating a knowledge factory with Knowledge Centered Service (KCS) double loop thinking
There is a knowledge management approach that is seeing rapid adoption: Knowledge Centered Service (KCS). The focus of this proven methodology is on integrating the use, validation, improvement, and creation of knowledge into the knowledge management workflow.
How does KCS differ from a more traditional knowledge management approach? In simple terms, KCS is a many-to-many model while the traditional approach is a few-to-many model.
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Topics:
Service Now,
ServiceNow,
Knowledge Management,
Service Catalog Consultant,
Service Knowledge Management System,
IT Service Catalog,
ITSM,
IT Service Management,
IT Self Service,
ITSM Strategy,
Employee Self-Service Portal,
Customer-Centric IT,
ServiceNow Solutions,
ServiceNow Partner,
ITSM Consultants,
Customer-Centric ITSM,
IT Service Owner,
Service Portal,
Service Catalog Planning,
ServiceNow Service Portal,
ITSM Platforms,
IT Service Design,
services factory,
Don Casson,
customer self-service,
servicenow knowledge management,
kcs,
knowledge centered services
Knowledge is the backbone of a good service portal and it empowers your customers to find the right answers
They say knowledge is power. In the Service industry, ServiceNow Knowledge Management empowers customers to find the answers they seek via a service portal and enables service teams to ensure high levels of customer satisfaction.
But here’s a reality check: most service organizations struggle with breaking the 1:1 human interaction cycle–service desk interactions which take place via phone or e-mail. This cycle is terrifically inefficient for both the customer and the provider. Breaking the cycle requires fresh thinking and a deeper understanding of the benefits of knowledge management.
Knowledge provides value when you and your customers can access it. Otherwise, it’s just untapped information taking up space. More importantly, the knowledge in your service portal must be good and accurate–as not many things displease customers more than bad information.
How can you help ensure that the knowledge in your service portal is good? There are best practices available, such as the Knowledge Centered Service (KCS) principles, worth considering.
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Topics:
Service Now,
ServiceNow,
Knowledge Management,
Service Catalog Consultant,
Service Knowledge Management System,
IT Service Catalog,
ITSM,
IT Service Management,
IT Self Service,
ITSM Strategy,
Employee Self-Service Portal,
Customer-Centric IT,
ServiceNow Solutions,
ServiceNow Partner,
ITSM Consultants,
Customer-Centric ITSM,
IT Service Owner,
Service Portal,
Service Catalog Planning,
ServiceNow Service Portal,
ITSM Platforms,
IT Service Design,
services factory,
Don Casson,
agile,
customer self-service,
kcs,
knowledge centered services
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