Knowledge Management FAQ (стр. 1 )

Knowledge Management FAQ Knowledge Management Frequently Asked Questions (FAQ) HP® Management Software Service Management

1.0 ServiceCenter Knowledge Management Module:

1.1 What is Knowledge Management?

1.2 Is there a Knowledge Management solution available for ServiceCenter?

1.3 What are the Part Numbers for the ServiceCenter Knowledge Management module?

1.4 How is the Knowledge Management module licensed?

1.5 Is there a Knowledge Management framework available? Like ITIL for Knowledge Management?

1.6 What is the framework for Knowledge Management called?

1.7 Does ServiceCenter Knowledge Management support Knowledge-Centered Support (KCS)?

1.8 What is Knowledge Center Support (KCS)?

1.9 What are some of the goals of KCS? Why should you use KCS rather then traditional methods?

1.10 Who are the Benefactors of the Consortium for Service Innovation?

1.11 Who are the Sponsors of the Consortium for Service Innovation?

1.12 How can I learn more about the Consortium for Service Innovation?

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1.1 Question: What is Knowledge Management?

Answer: Knowledge Management comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge for reuse, awareness, and learning across the organizations.

1.2 Question: Is there a Knowledge Management solution available for ServiceCenter?

Answer: Yes - ServiceCenter Knowledge Management is a fully integrated support oriented knowledge management solution that supports Knowledge-Centered Support (KCS) standards and guidelines by providing a natural language search engine and rich-text authoring tools that enable users to search, update, and author knowledge articles. ServiceCenter Knowledge Management integrates with interaction, incident, and problem management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem. Users can also use this integration with interactions, incidents, and problems to create new knowledge. The rich-text editor allows users to include image files and document files of various types as attachments that can be linked to other documents or included as part of an existing document.

1.3 Question: What are the Part Numbers for the ServiceCenter Knowledge Management module?

Answer:
T4243AA HP SC Knowledge Mgmt Named User LTU

T4244AA HP SC Knowledge Mgmt Floating User LTU

T4236BA HP SC KM 1.1 Search Engine Media

T4791AA HP SC Knowl Mgt ESS User 100+/100 LTU

T4792AA HP SC Knowl Mgt ESS User 5,000+/100 LTU

T4793AA HP SC Knowl Mgt ESS User 10,000+/100 LTU

T4794AA HP SC Knowl Mgmt ESS User 25,000+/100 LTU

T4241AA HP SC Knowl Mgmt ESS User 50,000+/100 LTU

The ESS part numbers in SM7 will go to one part number and be a flat price. Today, you have to buy the item by quantity for the appropriate bucket.

Named and floating users have to sync to Incident/SSF (later will sync to the helpdesk module)

1.4 Question: How is the Knowledge management module licensed?

Answer: Three types: named, floating and enterprise self-service. You must purchase named and floating users before you can purchase self-service.

We recommend change management also for the workflow component of Knowledge Management.

1.5 Question: Is there a Knowledge Management framework available? Like ITIL for Knowledge Management?

Answer: Yes, Both ITIL v3 and Knowledge Centered Support provide and recommend best practices

1.6 Question: What is the framework for Knowledge Management called?

Answer: Knowledge Centered Support (KCS) you can look up the best practices and read about use cases within the consortium for innovation. If you are leading a support organization, you can participate as a member, helping to improve and set support best practices. www. consortiumforinnovation. org.

1.7 Question: Does ServiceCenter Knowledge Management support Knowledge-Centered Support (KCS)?

Answer: Yes - ServiceCenter Knowledge Management is a fully integrated Knowledge-Centered Support (KCS) solution following these standards and guidelines and is certified by the KCS organization.

1.8 Question: What is Knowledge Center Support (KCS)?

Answer: The Consortium for Service Innovation creates and maintains Knowledge-Centered Support (KCS) with rules, guidelines and standards along with certification. The Consortium is a non-profit alliance of customer service organizations working together to solve industry-wide challenges. With the idea that knowledge is the key asset of the support organization, the Consortium began work on KCS in 1992. The goal was to improve and share best practices for capturing, structuring, and reusing knowledge. The Consortium members have collectively explored, experienced, and invested in the ideas that have become KCS. Their collective investment, estimated to be more than fifty million dollars (not counting technology acquisition), has resulted in an estimated collective savings of more than two billion dollars

KCS practices involve collaborating, sharing, using and improving knowledge in a manner similar to a double loop panies have mastered the solve loop of the process and are now wrestling with the evolve loop. It has become apparent that the evolve processes are not natural acts in our current business structures. Our current linear management practices stifle the ability to capture knowledge because of the value proposition the company puts forth to its employees.

Solve Loop (the A loop)

·  Capture in the Flow

·  Structure for Reuse

·  Searching is Creating

·  Just in Time Solution Quality

Evolve Loop (the B loop)

·  Workflow

·  Content Vitality

·  Performance Assessment

Knowledge-Centered Support (KCS) is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels for customers, gain operational efficiencies, as well as increase the organization's value to their company.

KCS practices involve collaborating, sharing, using and improving knowledge. KCS practices encourage knowledge creation and improvement by all members of the support team and promote effective knowledge searches by maintaining update-to-date knowledge bases. The out-of-box Knowledge Management system enables all internal and external users to provide user feedback on the knowledge documents. This helps to identify useful articles and to mark other articles for revision, which contributes to the overall quality and value of the information in the knowledgebase.

1.9 Question: What are some of the goals of KCS? Why should you use KCS rather then traditional methods?

Answer: The goal of KCS is to solve a problem once and use the solution often. KCS-based systems take advantage of the knowledge available in all phases of the service desk operations by making the knowledge captured by the customer support process available for reuse throughout the support implementing KCS organizations may achieve the following:

·  30% reduced help desk costs

·  Calls, incidents and problems become knowledge by-products

·  The customer’s words are captured and used to create knowledge, which increases usability and find-ability

·  True self-service knowledge works since it is in the words of the customer

1.10 Question: Who are the Benefactors of the Consortium for Service Innovation?

Answer: Cisco Systems, Hewlett Packard, Microsoft, Novell, and Openwave.

1.11 Who are the Sponsors of the Consortium for Service Innovation?

Answer: Dell, Quest Software, Sun Microsystems, and VeriSign. (also HP)

1.12 Question: How can I learn more about the KCS organization?

Answer: You can learn more about the Consortium for Service Innovation at http://serviceinnovation. org/

2.0 Creating Knowledge:

2.1 Can users create working copy of articles?

2.2 Can articles that are no longer relevant be retired?

2.3 Can users add feedback to give knowledge managers the ability to gage how articles are performing?

2.4 Does the solution have a rich-text editor?

2.5 Does the solution have the ability for users to flag incidents or problems as candidate solutions for the knowledgebase.

2.6 Does Knowledge Management offer the ability to identify "information” as good candidates for FAQ?

2.7 Can users attach files or embed items in documents?

(i. e. scanned images, pictures, web links?)

2.8 How does shared content work and why do I want to use it?

2.9 Are Attachments indexed for searching?

2.10 Does the Knowledge Management module provide the ability to edit existing knowledgebase articles, following the authoring process?

2.11 Does the Knowledge Management module include the ability to establish expiration dates that drive update alerts to the document owner?

2.12 Does KM provide the tools to knowledge engineers to review data that is pending approval?

2.13 Can we import the data from Novo Solutions KM into HP ServiceCenter Knowledge Management?  If so, what is the level of effort?

2.14 Can Framemaker documents be indexed as part of Knowledge Management?

2.15 Does our KM module support knowledge packs?

2.16 Can you create FAQ’s within the Knowledge Management module?

2.17 Do you have the ability to attach files (i. e. scanned images, pictures, web links) within Knowledge Management?

2.18 Does the ServiceCenter Knowledge Management solution include a rules engine for the purpose of defining event triggers?