Knowledge is Power!

If MSPs and ITSM do not act now they will sleep walk into the failure of self help adoption by their end users.

More-and-more, our end-users are resorting to a Google search for technical help. Customers may begin to question the relevance of the Service Desk.

It’s a lost opportunity to better understand our customers, to provide greater value, and to deliver a world class customer experience.

Knowledge-centred Support (KCS) is a knowledge management model that gives us a way to address the issues, and to encourage the shift left/zero touch into the self-help service that we provide.

knowledge management needs to make a big change. There is a huge push to get customers to “self-help” when they need basic support. Knowledge Management has always been performed “after” the event and it has always been recorded in technical language. Two things need to happen: 1) knowledge creation must become pre-emptive, and; 2) knowledge information must be presented in a way that allows our customers to make best use of it.

This talk explores the ideas and points the way forward.

The event is hosted by the Service Desk Institute in London on the 22nd of May. At the event along with others I will be presenting my case and introducing the audience to KCS.

Places are limited so book now to avoid disappointment.

#MSPs #ITSM #SDI