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Shift LeftEmpowerment Through Knowledge
Christiaan De JongSietze Meijer
Who are we?Christiaan de JongBPKM Implementation Lead Consultant
Sietze MeijerBPKM Implementation Consultant
What will we talk about?· Shift Left (Left)· Best Practice Knowledge Management· User story – TOPdesk Support· Results· Lessons learned
How does your organization manage knowledge?
How many times do you need to answer same questions?
How do you shift left?Manage your knowledge!
Cos
ts
Average solution time
Customer 1st line 2nd line 3rd line
Shift capacity toresolve to front office
Shift capacity to resolve to 2nd line
Shift capacity to resolve to customer (e.g. SSD)
Optimize use of self-serviceEliminate
waste calls
BPKMBest Practice Knowledge Management
Best Practice Knowledge Management
Tool
People
Process
The new processCreate a
callSearch the knowledge
base
Use the knowledge
item
Close the call
Solve or escalate
Close the call
Add to knowledge
base
Edit
Found the
answer?
Correct?
No
No
YesYes
Basic principles
1. Ensure that knowledge retention is part of solving calls
2. Optimize knowledge items from call to call3. Use the knowledge base as a collective
memory
User storyTOPdesk Support
TOPdesk Support· > 55,000 calls each year· Many recurring questions· It’s faster to call Support than search for the
answer· More than 10 knowledge sources
Challenge
· Many recurring questions
Solve more efficiently
Challenge
· Differing quality of answers
Create uniformity in answers
Challenge
· Difficult to find knowledge
Collect knowledge centrally
Challenge
· Contact Support for each question
Increase self-reliance of customers
Starting point· BPKM is not a project at work…· …it’s the way we work!
Implementation· Project plan· Pilot
· Weekly evaluation by pilot group· Weekly update of the department
· Roll-out to entire department· Training· Coaching
So what does that look like?A demo …
Results· Over 1,200+ knowledge items created· 10 knowledge items with over 50 linked calls· 25% shorter duration for calls answered with
a knowledge item· 15% decrease in time spent per call· Improved knowledge sharing
Lessons learned· Create support
· Celebrate successes, report regularly· Share challenges and problems· Implement improvements continuously during the
pilot. Be agile· Rotate trainers
· Shared responsibility!
Recap· Shift Left helps you
· let your Service Desk perform more effectively and efficiently
· to deliver better service to your customer· Best Practice Knowledge Management
· manages your knowledge centrally· updates itself when it’s used properly
· Roll-out will yield · better resource management · after commitment of time and effort
“Share your knowledge.It’s a way to
achieve immortality.”- Dalai Lama
“The more extensive
a man’s knowledge of what has been
done, the greater will be
his power of knowing what to
do.”- Benjamin Disraeli
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