The ITx 2018 Programme may change without notice
Massey University - A Case study: Taking Knowledge Across the Organization
In 2016 Massey University ITS embarked on a project that would upgrade their current IT Service Management software and integrate knowledge management processes to better serve their customers.
The IT Service Desk, a winner of the highly regarded Massey University Customer Services Award, wanted to improve the knowledge available for use by
internal staff, including those serving students.
As part of the upgrade project Massey University ITS successfully implemented a knowledge management process, a licensing model (role-based), knowledge standards and workflows to publish knowledge ‘in the moment’.
The new process is underpinned by the Knowledge-Centered Service (KCS®) methodology. ITS is reaping the benefits as Service indicators improve. A team of Knowledge Champions volunteer to help staff sharing knowledge and a knowledge base supplies up-to-date knowledge for self-service to a central staff portal.
The success in of knowledge use across IT has captured the attention of other groups and demand is high to make similar services available. lTS is now being asked to help divisions’ members with knowledge sharing and capturing for team and staff use.
While IT leadership are planning a wider deployment of knowledge for self-service, several other university departments are planning to deploy similar knowledge sharing processes and practices, with the help of ITS.
The success is largely due to the selection of KCS, a proven methodology, tested in use by Consortium for Service Innovation (CSI) members. Join this session to hear how an influential executive team made a strong commitment to on-going engagement, and what has been critical to keeping the momentum going. Learn how the management team encouraged the participation in creating and sharing knowledge, now a well-defined and valued 'way of working'.
Beth Coleman, KCS Certified Trainer and Consultant, will present the Massey knowledge Centered Service (KCS) adoption story and how knowledge ‘good practice’ has been adopted and adapted to take knowledge sharing to the wider university community.
Beth will present using slides, provide take-away hand-out cards and a game-type quiz.
KCS® is a registered Trademark of the Consortium for Service Innovation™.
Knowledge (KCS) Specialist , Catalynk Limited
Beth brings over 30 years of Service Management experience from several industries including Telecoms, Insurance, Higher Education, Government, Tourism & Hospitality, IT Education, Professional Services.