1	Solving IT Incidents Faster! Kim Orava KOAN-IT Corp. February 18, 2004
2	Background November 2003, HDI Presentation on Knowledge-centered support (KCS) Provided the what and why February 2004, HDI Presentation Will provide the how?
3	Knowledge Management IDC reports FORTUNE 500 wasted $12 billion duplicating work 25% of FORTUNE 500 have CKOs Ford reports $914 million cost savings due to KM from 1997 - 2000 Chevron saves $650 million since 1991 due to KM Texas Instruments saves $1 billion cumulatively since KM program launched in mid 1990s Gartner Group reports 90% of FORTUNE 500 working on KM 33% of FORTUNE 1000 had begun KM programs by 1999 will rise to over 50% by 2003 World Economic Forum 95% of CEOs feel that KM is critical to success
4	Objectives for today This presentation is designed to provide the following: How to use IT knowledge bases How to create knowledge How to maintain knowledge
5	The Benefits Quantitative Benefits Decrease Call Duration by spending less time searching for answers Decrease Call Escalation Rates with more 1st level analysts resolving calls directly Increase 1st Call Resolution Rates by getting to the right answer sooner Reduce call volume through Self-Service Qualitative Benefits Solve The Knowledge Paradox… the answer is within these walls but how do we find it? Improve End-user Satisfaction they can find information when & where they need it Better Support Analysts Satisfaction, less burn out means they have more time to work on strategic projects
6	Web-centric Self-Service Old Economic Model
7	Web-centric Self-Service New Economic Model
8	The Benefits Align the cost of support with the value of support Readily scale support supply during peaks Reduce call volume through Self-Service Expand the store of explicit corporate knowledge Improve End-user Satisfaction because they’ll find information when & where they need it Improve Support Analysts satisfaction, less repetitive work equals time for more engaging work and projects
9	2. Knowledge Creation Principles of learning Taxonomy of knowledge Tacit vs. Explicit knowledge
10	Principles of Adult Learning Adults are autonomous and self-directed Have accumulated a foundation of life experiences and knowledge Are goal-oriented Are relevancy-oriented
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12	About Knowledge Management Taxonomy
13	About Knowledge Management Taxonomy
14	Building Tacit vs. Explicit
15	Knowledge Creation
16	Anatomy Solution Details
17	Anatomy Solution Details
18	3. Maintaining
19	Stock vs. Flow Bath Tub Analogy Tap & Drain (knowledge flow) Water level (knowledge stock) Water System (organization learning)
20	Measure your Usage Adaptive ranking Used most vs. used least Aging cheese Only good for so long
21	Summary Align the cost and the value of support Empower your end-users Provide knowledge for the target audience Knowledge is ever changing.
22	Thank you Kim Orava KOAN-IT Corp email: kim.orava@koan-it.com Tel: 613-591-9131 x 228