Wouldn’t it be great if you could clone your best analyst – that service desk superhero that knows everything? Simon Kent of Sollertis offers the next best thing.
Every service desk has one. That experienced and smart person who knows everything. The ‘go-to’ person the other operatives seek out when they get stuck. The guy who will fix the problem when everyone else flounders.
Our Service Desk Superhero is priceless and we wish we could clone him.
And while we may not be able to literally clone our service desk superhero – unless we want to go into deeply experimental biological engineering – it is possible to clone what’s important about our SD Superhero.
What makes our Superhero so indispensable? There are two main factors:
- Knowledge. Our Superhero knows everything there is to know about support. He knows the products inside out, how the services fit together and who to escalate to when the fix is outside the service desk jurisdiction.
- Application of knowledge. Not only does the SD Superhero have the knowledge, they now how to apply it to the business – in any given situation. Application of knowledge is crucial and often overlooked in a service desk and IT support context. A manual or user-guide – assuming it’s accurate – contains the ‘knowledge’. But we all know that fixing something isn’t a case of just reading the rulebook. Your SD Superhero knows exactly how the knowledge applies to your organisation, understands what business capability is enabled by the technology, how it meshes with your system configuration and exactly how to explain the fix to your customer base.
So to clone what is great about our SD Superhero, we have to capture their knowledge and how that knowledge is applied and add it to a knowledge base.
In an ideal world, we’d assign SD Superhero to this task. He would feed in all his knowledge and explain exactly how to apply that knowledge to every possible scenario.
Unfortunately, we don’t have the luxury of using him in this capacity – he’s just so efficient at fixing problems that you can’t drag him off long enough to build knowledge.
Therefore, to clone SD Superhero, you need to let him continue working but find an efficient way to capture his knowledge and application in real time.
Enter Knowledge Centered Service (KCS®), a methodology developed by the Consortium of Service Innovation. KCS creates a system and process that captures knowledge at the point of interaction. This means that rather than requiring SD Superhero to populate the database retrospective, the fix (and knowledge) is captured live and immediately available for other staff to access. In fact, an effective knowledge base created using KCS can be built into a self-service portal accessible to customers, removing the support burden on the service desk.
The beauty of the KCS approach is that it is self-learning, meaning that changes to the fix are updated the moment SD Superhero or a colleague changes it. Further more, even though our Superhero is the most knowledgeable person on the service desk, even he doesn’t know everything. The KCS approach means that SD Superhero’s knowledge is supplemented by everyone else in the organisation. This collective knowledge makes him – and everyone else on the service desk – even smarter.
So if you want to clone your SD Superhero, you should consider applying KCS in your business. Perhaps soon, everyone will be wearing capes.
Read Simon’s blog about how KCS can be applied to make organisations smarter.
He is also co-author of The Beginners Guide to KCS which you can download here.