SESSION 204 Wednesday, April 13, 11:30am - 12:30pm Track: Service Management Excellence. Stories from KCS Champions (Panel) Session Description

Transcription

1 SESSION 204 Wednesday, April 13, 11:30am - 12:30pm Track: Service Management Excellence Stories from KCS Champions (Panel) Rick Joslin Executive Director, Certification & Training, HDI rick.joslin@ubm.com Panelists: Liz Bunger IT Support Knowledge Management Process Analyst, Paychex Inc. ebunger@paychex.com David Waid Business Operations Support Services Manager, Allstate Insurance Company david.waid@allstate.com Session Description Developed through the shared experiences of many organizations and recognized today as a complementary methodology to ITIL, Knowledge-Centered Support (KCS) is the set of knowledge management best practices within service management. In this session, you;ll hear from a panel of practitioners who have successfully incorporated KCS into their delivery of services and support. They;ll share advice and lessons learned, discuss the challenges they faced, and answer your questions. Speaker Background Rick Joslin, HDI s executive director of certification and training, is responsible for the development, sales, and delivery of HDI s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor, and he has guided many organizations through the implementation of KCS. Formerly, Rick was the VP of customer care at RightAnswers.com and VP of knowledge engineering at ServiceWare. Rick is the author of many publications on knowledge management, including an HDI Focus Book on knowledge management and the knowledge management maturity model. Panelists: Liz Bunger joined Paychex Inc. in 2004 in the Paychex Agency. She moved to the Information Technology team in 2007 as a support analyst and is currently an IT knowledge management process analyst. She is responsible for managing all aspects of the knowledge management program including administration of the knowledge management tool, training, and analytics. Over the last several years, Liz has assisted multiple organizations within Paychex in implementing effective knowledge management practices. Liz holds certification in ITIL V3 Foundations, and HDI KCS Principles, and is an HDI Certified Instructor. David Waid currently serves as business operations support services manager for the Allstate Insurance Company. He has held several senior-level tech support roles within Allstate over the past twelve years, with a current focus on creating a team capable of delivering and implementing game-changing business recommendations by supporting operations and technology to align with Allstate s strategic vision. David is an HDI Certified Instructor, has a strong background in KCS, and is certified in ITIL Foundations.

2 Stories from KCS Champions Session 204: April 11:30AM With Rick Joslin, Liz Bunger, David Waid, Brandon Dennis And Special Guest: Ken Wendle Stories from KCS Champions HDI Knowledge Centered Support Service Improvement Award Winners and Finalist Allstate Insurance Company Paychex, Inc. Apollo Education Group 2014 Award Winner 2015 Award Winner 2015 Award Finalist

3 Allstate Technology Support Center (ATSC) David Waid Business Operations Support Service Manager HDI Certified Instructor KCS Principles ITIL Foundation / Operational Support & Analysis Largest publicly held property and casualty insurer in America 3,500 IT professionals software applications 50,000+ PCs 648 support staff 1.4 million contacts per year Allstate Insurance Company Challenge Speed to productivity and competency Capturing and translating the real user experience Support dynamic changes in a geographically diverse environment Action Adopt KCS Results 30% reduction in time required to train and reach competency Improved usability experience with products / services Better decision making though early engagement during stages of design and deployment Higher levels of accountability Enabled self-service and problem management

4 Paychex Enterprise Support Liz Bunger IT Support Knowledge Management Process Analyst HDI Certified Instructor KCS Principles HDI Problem Management Professional ITIL Foundation Leading provider of payroll, HR, retirement and insurance services in America 590,000+ clients 11+ million client employees 12,500 employees 150 support staff 306,000 incidents/requests Paychex Inc. Challenge Scattered knowledge Expanding product offerings Inconsistent answers Action Adopt KCS Results Realign headcount to create two new teams in Support Positive results in Support led to adoption by Customer Service groups New hire ramp up time decreased up to 50% $4 million in Support savings from call deflection through self-service

5 Enterprise Knowledge Management Brandon Dennis Senior Manager Enterprise Knowledge Management KCS Principles KCS Foundation Leader in higher education for the working learner University of Phoenix 227,000 Current Students 900,000+ incidents/requests 2,700+ KCS users 16 IT & Non-IT Departments using KCS Apollo Education Group Challenge Silo s across the organization Many sources of truth Licensing constraints Action Adopt KCS Results Grassroots marketing 91% reduction in questions asked to Ethics 32% reduction in interdepartmental calls 500,000+ self-service visitors in systems KCS enabled through configuration

6 It is time for your questions! David Waid Allstate Liz Bunger Paychex Brandon Dennis Apollo Group Simply raise your hand And speak into the microphone Text your question to And Ken Wendle will present select questions to the panel No numbers will be kept or shared Standard text message rates apply Thank you for attending this session. Please don t forget to complete a session evaluation!