The Strategic Knowledge Management event took place on 22nd May 2019 at the Crowne Plaza London. The event was hosted by Tessa Troubridge, CEO at SDI. Speakers included: James Heritage, Knowledge Manager, ENGIE Hannah Price, Service Management Consultant at TOPdesk Todd McQuilkin, Air-IT CEO & Air-MSP Consultancy Managing Partner Darren Savage, Service Management Support Manager – Boeing Defence UK – Service Management Neville Ward, SMAX Solutions Architect, Micro Focus Diana Stefan, Senior Knowledge Management Resource in Bucharest, Wipro You can view the speaker presentation slides below: Interactive workshop feedback: 1. Implementing a new tool set with knowledge management Stakeholder consultation – include your internal and external users Legacy – Where are you coming from? – What do you have? What do you do with existing knowledge? – Start from scratch/ clean up your knowledge base KCS principles What is the format of your knowledge base? – Text vs. video – Make the knowledge more digestible Speed of delivery vs. process – Get knowledge up first and work out the process after Configuration and customisation – Different requirements – If the knowledge base is too bespoke, it will not be easy to update 2. Gaining buy-in from stakeholders Different concerns regarding different groups Strategy – Shift left? – What do different stake holders offer/ their values – Are they cost effective? – Continual improvement SMEs, authors, resolver teams – What are the ramifications for them? – “Make a deal” – if you write an article once, you don’t need to resolve these tickets again Customers – Categorise and collate existing knowledge – Is it easier to phone, email or self serve? It’s important for you to drive customers in the right direction 3. Coaching users for success with a knowledge base Adoption of processes – How are messages received? – Champions showing others how to use the knowledge base – Pressures – balancing SLAs with benefits of knowledge management A positive message – Turning feedback into knowledge creation – Coaching can’t be forced upon people 4. Getting the service desk to use the knowledge base ITSM tool capability – Logging a ticket identifies knowledge articles to help – An organised knowledge base is better for searching Culture change – Ask colleagues to use the knowledge base – The info in the knowledge base must be kept up to date 5. Building a strategy for knowledge management How high level is your strategy? Is there too much detail? – Be more fluid in your strategy – Involve stakeholders – How do you get people to use it? Quality control – A phased approach such as focus groups Training – Listen to customer feedback – Don’t be afraid to adjust Ask yourself ‘why are we doing this?’ – Tell customers about your strategy Contingency plans – Future proofing – Accept not everyone will use it Start small, start simple!