$0 – $5

September North Coast HDI Meeting

Event Information

Share this event

Date and Time

Location

Location

Robert Half Technology, Gojo Building

1 Gojo Plaza

1st floor, Conference Room C

Akron, OH 44311

View Map

Refund Policy

Refund Policy

Refunds up to 1 day before event

Friends Who Are Going
Event description

Description

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.

Share with friends

Date and Time

Location

Robert Half Technology, Gojo Building

1 Gojo Plaza

1st floor, Conference Room C

Akron, OH 44311

View Map

Refund Policy

Refunds up to 1 day before event

Save This Event

Event Saved