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:
IT Service Catalog,
Service Catalog Consultant,
Service Portal,
ServiceNow,
Service Now,
ServiceNow Partner,
Service Catalog Planning,
ITSM Strategy,
Customer-Centric IT,
Customer-Centric ITSM,
Employee Self-Service Portal,
ServiceNow Solutions,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Owner,
IT Service Management,
IT Service Design,
services factory,
Don Casson,
customer self-service,
IT Self Service,
Service Knowledge Management System,
Knowledge Management,
knowledge centered services,
kcs,
servicenow knowledge management
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:
IT Service Catalog,
Service Catalog Consultant,
Service Portal,
ServiceNow,
Service Now,
ServiceNow Partner,
Service Catalog Planning,
ITSM Strategy,
Customer-Centric IT,
Customer-Centric ITSM,
Employee Self-Service Portal,
ServiceNow Solutions,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Owner,
IT Service Management,
IT Service Design,
services factory,
Don Casson,
customer self-service,
IT Self Service,
Service Knowledge Management System,
Knowledge Management,
knowledge centered services,
kcs,
servicenow knowledge management
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:
IT Service Catalog,
Service Catalog Consultant,
Service Portal,
ServiceNow,
Service Now,
ServiceNow Partner,
Service Catalog Planning,
ITSM Strategy,
Customer-Centric IT,
Customer-Centric ITSM,
Employee Self-Service Portal,
ServiceNow Solutions,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Owner,
IT Service Management,
IT Service Design,
services factory,
Don Casson,
customer self-service,
IT Self Service,
Service Knowledge Management System,
Knowledge Management,
knowledge centered services,
kcs,
servicenow knowledge management
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:
IT Service Catalog,
Service Catalog Consultant,
Service Portal,
ServiceNow,
Service Now,
ServiceNow Partner,
Service Catalog Planning,
ITSM Strategy,
Customer-Centric IT,
Customer-Centric ITSM,
Employee Self-Service Portal,
ServiceNow Solutions,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Owner,
IT Service Management,
IT Service Design,
services factory,
Don Casson,
agile,
customer self-service,
IT Self Service,
Service Knowledge Management System,
Knowledge Management,
kcs,
knowledge centered services
Is knowledge self-service enablement progressing?
Fresh thinking on the state of knowledge management today
One of the goals of knowledge management is to make the best use of your knowledge. It makes sense for a service organization to accumulate and share knowledge to help deliver great customer experiences, from Level 1 support to customer self-service.
So, what is knowledge management? Is it a document? How do we define knowledge management today? And how can we address the challenges in establishing effective knowledge management?
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Topics:
IT Service Catalog,
Service Catalog Consultant,
Service Portal,
ServiceNow,
Service Now,
ServiceNow Partner,
Service Catalog Planning,
ITSM Strategy,
Customer-Centric IT,
Customer-Centric ITSM,
Employee Self-Service Portal,
ServiceNow Solutions,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Management,
Don Casson,
agile,
customer self-service,
IT Self Service,
Knowledge Management,
servicenow knowledge management
I see a lot of documentation that is formatted in XML now. There is often a requirement to migrate documents into one area or another in ServiceNow. Knowledge documents and catalog items are some of the most common areas that require migration and transformation of XML documents from external systems and outside sources.
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Topics:
Service Catalog,
Service Now,
ServiceNow,
Knowledge Management
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