Reduce Strain on IT Technicians with Knowledge-Centered Service and ITSM Self-Service Portals

As departments are tightening budgets, resource capacity is more important than ever. That’s why many businesses and organizations are turning to the method of Knowledge-Centered Service (KCS)©, to optimize resource capacity and provide stellar IT Service Management (ITSM) delivery. KCS is a service method that focuses on the categorization and implementation of knowledge collected from employees across a business or organization. This method can, and should, be part of your ITSM process as a complementary strategy to self-service.

Understanding Knowledge-Centered Service and IT Service Management (ITSM)

Knowledge-Centered Service (KCS) is the perfect complementary strategy to self-service, as it can become the mechanism for creating and curating knowledge content that is already being collected as part of you help desk’s current troubleshooting and problem-solving efforts. By taking this knowledge and creating new articles in your knowledge base, you are providing more ways for anyone experience an issue to find the appropriate article and solve their problem without needing to put in a ticket. This not only saves you valuable time, but it allows your IT help desk resources the ability to focus on larger problems or issues instead of the most common requests like password reset help, or how to access a calendar to reserve a conference room.

At North East Ohio Medical University (NEOMED), they’ve seen great success with self-service adoption following KCS principals.

Prior to using TeamDynamix for their ITSM needs, NEOMED students and employees had to call or email the university’s help desk to log service requests. Using TeamDynamix, the university built a comprehensive service portal with knowledge base articles explaining how users can resolve their own IT issues. If users can’t find what they’re looking for within the knowledge base, they can submit a ticket request through the service portal — and requests are routed automatically to an appropriate technician for a response, saving valuable time.

“With our client portal, we have been able to wean people off (of calling the help desk),” project manager Geri Hein said. In turn, this allows the talented IT division to focus on more resource intensive projects.  To see samples of stellar IT Service portals, click here.

A recent market study found 51 percent of respondents will be implementing KCS to quickly build up their knowledge base.

The Benefits of KCS for ITSM

Crowdsourcing knowledge can be a fast and accurate way to build a knowledge base. In fact, a recent market study found that 51 percent of respondents will be implementing KCS to quickly bolster their knowledge base. There’s no question that KCS should be a valuable part of your organization’s ITSM processes. The principals of KCS stipulate that the creation and maintenance of knowledge must be fully integrated into the most important support operations.

Here are a few reasons why Knowledge-Centered Service can be so powerful:

  • Helps to continually lower inbound call volume.
  • Increases customer satisfaction.
  • Provides customers with the answers they need now.
  • Crowdsourcing knowledge helps maintain accurate content.
  • Offers opportunities for professional development and career progression.

By adopting KCS, you can not only improve customer satisfaction, but dramatically reduce the per-incident cost incurred by IT (from about $22 for a level 1 support call to $2 for self-service); and reduce the volume of issues and requests coming in to the help desk, allowing IT to reallocate technicians to higher priority tasks and projects.   Keep in mind that the concepts behind KCS are relevant to the entire organization – as you begin to expand from just ITSM to full blown Enterprise Service Management, articles will increase, and each department will benefit from iterative feedback.

Getting started can feel daunting but it is actually easy – hear firsthand from South Dakota University in this  Knowledge-Centered Service, check out our on-demand webinar.

©KCS® is a service mark of the Consortium for Service Innovation™.

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