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1EasyVista – FMX Solutions

Knowledge Management: Capturing, Sharing, and Integrating Knowledge

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•Why implement knowledge management in EasyVista?

• Knowledge Management Roles/Responsibilities

• Using Knowledge and Lifecycle Management

•Metrics

Agenda

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• Direct integration into Operational Processes such as Incident Management and Request Management

• Improve Incident Resolution times by providing smart lookup of articles based on the issue being reported.

• Standardize delivery of Service Requests with defined process documentation

• Improve customer satisfaction with publicly available knowledge and auto-search functionality.

Why Implement Knowledge Management in EasyVista?

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Knowledge Management Lifecycle

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• Three basic roles:

•Knowledge Producer▪Knowledge Acquisition and Creation▪Knowledge Sharing

•Knowledge Manager▪Lifecycle Management

•Knowledge Consumer▪Internal/External consumption of Knowledge

Roles and Responsibilities

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Knowledge Creation, Sharing & Storage

• Knowledge Creation is available as:•an ad hoc wizard for general article creation•Ticket driven wizard – imports details from ticket spawning the article

• Knowledge Sharing & Storage•Processes can be implemented to notify on article creation•Knowledge Silos – Team based article access•Public Articles

• Knowledge Statuses•Lightweight method of managing the lifecycle. Statuses are daisy chained together to create a pseudo workflow.

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Knowledge Usage and Incident/Request Management – Analyst View

• Knowledge Search can be setup to be done automatically based on Description Keywords or executed manually.

• “Use for Solution” marks an article as used and is the key to establishing a relationship between tickets and articles for reporting.

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Knowledge Search and Leveraging End User(EU) Accessible Knowledge

Service Apps allows for a fully searchable KB that can be tailored to be mobile friendly for consumption on tablets or smartphones.

Service Manager offers smart search capabilities based on End User’s who use the New Incident submission. The search engine will show results based on what the user types in the Description automatically.

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Knowledge Metrics – Usage & Updating

• Knowledge Usage•Can be used to identify articles not used in X time frame for review

• Knowledge Usability via Ratings

• Search Statistics (by Word and Search String)

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Knowledge Metrics – Usage & Updating

• Knowledge Review•Can be implemented as an automated review schedule.•Usage of Article Types to define scheduling of lifespan.▪General Documentation has a 1 year lifespan.▪Company policy has a 2 year lifespan.▪Etc.

•Republishing of Article resets review date.•Articles that are no longer needed are retired

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Thank you!

Presented by Chris Miller, FMX Solutions