Title: Beyond the Integration of ITIL and KCS
Abstract: Join Rick Joslin as he explores the Knowledge Centered Service Management (KCSM) strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions. Move from responding to incidents to a strategy that focuses on eliminating them. Knowledge should be integrated with many service management processes beyond incident management. Develop a standardized taxonomy for services, tickets, and knowledge. Automate the creation of work orders or tasks for tickets when knowledge articles are reused. Define ticket priorities, ticket types, effected service, and ticket categories when knowledge is reused. Use resolution matching to minimize duplication. Enable an actionable service catalog by integrating knowledge with Service Portfolio Management. Replace labor intensive ticket analysis with valuable knowledge article trend reports to drive problem management. Promote knowledge to problems, not incidents to problems. Capture the moments of exception within service support to improve processes and services. Implement a single point of management for your most important resource, your team. Learn how the KCSM strategy can benefit your organization.
Bio: Rick has more than 30 years of information technology experience. He has led software development teams and technical support organizations, and has provided consulting to several organizations. Rick served as a vice president and officer with ServiceWare Technologies for six years, a public knowledge management software company where he served as vice president of RightAnswers. He served as the executive director of certification and training with HDI for ten years, an association for technical support professionals. Rick has over 20 years of experience in knowledge management and is recognized internationally as an expert in KCS. He has spoken at conferences and events throughout the North America and keynoted at conferences on six continents, promoting the KCS methodology.
Rick holds a BS in computer science and multiple certifications from HDI, the KCS Academy, and AXELOS. Rick was a member of the first class of KCS certified instructors in 2003 and has served on the KCS core committee with the Consortium for Service Innovation to evolve the KCS methodology. He is a contributing author to ITIL v3, the KCS methodology, and numerous HDI courses, certification standards, and certification exams. Rick has served as a judge numerous times for the Association for Support Professional’s Ten Best Websites, HDI KCS Service Improvement Award, HDI Team Excellence Award, and other HDI awards. He was the founder of the HDI Strategic Advisory Board, HDI Member Advisory Board, and HDI Desktop Support Advisory Board. Rick served as the first chairman of the HDI Member Advisory Board, a local chapter officer for 25 years, and other volunteer organizations.