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
Behind every successful Customer Self-Service program is searchable knowledge that is easy to access, collaborative technology, and a customer-first mindset
Customer self-service knowledge is a common weakness in most customer service environments. But let’s be clear; the knowledge does exist. In fact, it is likely very well-developed. The problem is that this knowledge is typically only accessible by Customer Service Representatives (CSRs). But what if this knowledge, which has been built and refined through countless interactions between customers and CSRs was reformatted – so that customers could access it themselves at any time?
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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
5 principles for improving your customers’ lives and meeting their self-service expectations
Your customers want a great customer self-service experience. That’s the main takeaway of this blog post. But allow me to expand a little on the topic of great customer experiences.
If I were to define the term “great customer experience,” I would say that it is an enjoyable interaction that meets the expectations of customers for the price, quality and delivery. But it’s more than meeting their expectations.
What your customers really want is for you to improve their lives.
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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 Support,
ServiceNow Admin,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Management,
Service Design Processes,
IT Service Design,
Don Casson,
servicenow project,
Evergreen Evolve,
customer self-service,
IT Self Service
Truly modern customer self-service experiences are so evolved that customers rarely call or email customer support anymore
It used to be that customer service at the Department of Motor Vehicles (DMV) was so bad that comedians joked about it! But now, the DMV where I live in Virginia is a leading example of beautiful customer self-service tied to automation.
How did the DMV achieve this?
In a Newtonian moment, the apple hit me on the head four years ago. I was already enjoying the beautiful, self service experiences as a customer of Amazon, Apple and Google. It struck me – would it be possible for our customers to deliver the same kind of experience for their customers? If the DMV did it, why couldn’t we? So, we challenged our core thinking around customer service management at Evergreen, and here’s what we found out: it’s better to start by looking at service from the “customer in” rather than “Customer Support out.”
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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 Support,
ServiceNow Admin,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Management,
Don Casson,
servicenow project,
customer self-service,
IT Self Service
Think about designing your services so that consistent customer standards are met every time
Agile methodology plus a consistent service design process are essential for meeting your ServiceNow demand and keeping your customers happy. How important is good service design? Let’s look at Amazon.
What is it about the customer experience at Amazon that keeps people coming back for more? The answer is that they offer a simplified service design approach that is consistent and predictable.
When you think about Amazon, you expect the same great experience every time, whether you’re buying shoes or electronics. If you have a good experience with buying electronics, but a terrible one with your shoe-shopping, would you say some of it is good, and some bad? No. You would say Amazon is bad based on your terrible shoe-buying experience and you wouldn’t use it anymore to buy shoes, electronics or anything else.
But let’s be clear. The previous example is just a scenario. It’s not a reality with Amazon. This is because of Amazon’s consistent service design process; their customers expect (and get) the same great service experience every time. And your customers expect the same from you, too.
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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 Support,
ServiceNow Admin,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Owner,
IT Service Management,
Service Design Processes,
IT Service Design,
Service Taxonomy,
services factory,
Don Casson,
agile,
servicenow project,
Evergreen Evolve
Why Build and Modify stages in the Service Factory Workflow requires effective Agile project management
I’ve got good news and bad news. Which one do you want to hear first?
First, let me tell you the good news. ServiceNow is a modern Software-as-a-Service (SaaS) style solution that is very flexible, easily configurable, and fast to build and modify. From ideation to functional definition to initial capability to building and modifying, ServiceNow is much faster than the tools and solutions of the past. You’d do well by taking full advantage of what ServiceNow has to offer.
Now to the bad news. Building and modifying today’s solutions, like ServiceNow, requires that you move at the speed of innovation, while lowering the risk of poor outcomes. Why is this bad news? Because older style implementation methodologies like Waterfall are too monolithic and slow to respond to growing and evolving demands; what’s required is the Agile development approach. The bad news isn’t that we MUST adopt a new development process, it is that most IT operations organizations don’t know WHERE to start.
To that end I’ll offer some insights in this article. But before I go into that, and in case you missed it from my recent blog posts, there are four stages in the services factory workflow: Consider, Build, Modify and Retire.
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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 Support,
ServiceNow Admin,
ServiceNow Service Portal,
ITSM,
ITSM Consultants,
ITSM Platforms,
IT Service Owner,
IT Service Management,
Service Design Processes,
IT Service Design,
Service Taxonomy,
services factory,
Don Casson,
servicenow project,
agile
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