Knowledge might be power, but if you pay it forward it becomes empowerment. ‘Shift Left’ is one of service management’s most recent trends. If implemented correctly, your department can reduce incoming requests, automate processes and empower your entire organisation. This workshop will help you apply the principles of ’Shift left’ both internally for your team and externally for your clients.

1. Shift Left
Empowerment Through Knowledge
Christiaan De Jong
Sietze Meijer

2. Who are we?
Christiaan de Jong
BPKM Implementation Lead Consultant
Sietze Meijer
BPKM Implementation Consultant

3. What will we talk about?
· Shift Left (Left)
· Best Practice Knowledge Management
· User story – TOPdesk Support
· Results
· Lessons learned

4. How does your organization
manage knowledge?

5. How many times do you
need to answer
same questions?

7. How do you shift left?
Manage your knowledge!

8. Costs
Average solution time
Customer 1st line 2nd line 3rd line
Shift capacity to
resolve to
front office
Shift capacity to
resolve to 2nd line
Shift capacity to
resolve to customer
(e.g. SSD)
Optimize
use of
self-service
Eliminate
waste calls

9. BPKM
Best Practice Knowledge Management

10. Best Practice Knowledge Management
Tool
People
Process

11. The new process
Create a call
Search the
knowledge base
Use the
knowledge item
Close the call
Solve or
escalate
Close the
call
Add to
knowledge base
Edit
Found the
answer?
Correct?
No
No
Yes
Yes

12. Basic principles
1. Ensure that knowledge retention is part of
solving calls
2. Optimize knowledge items from call to call
3. Use the knowledge base as a collective memory

13. User story
TOPdesk Support

14. TOPdesk Support
· > 55,000 calls each year
· Many recurring questions
· It’s faster to call Support than search for the
answer
· More than 10 knowledge sources

15. Challenge
· Many recurring questions
 Solve more efficiently

16. Challenge
· Differing quality of answers
 Create uniformity in answers

17. Challenge
· Difficult to find knowledge
 Collect knowledge centrally

18. Challenge
· Contact Support for each question
 Increase self-reliance of customers

19. Starting point
· BPKM is not a project at work…
· …it’s the way we work!

20. Implementation
· Project plan
· Pilot
· Weekly evaluation by pilot group
· Weekly update of the department
· Roll-out to entire department
· Training
· Coaching

21. So what does that look like?
A demo …

22. Results
· Over 1,200+ knowledge items created
· 10 knowledge items with over 50 linked calls
· 25% shorter duration for calls answered with
a knowledge item
· 15% decrease in time spent per call
· Improved knowledge sharing

23. Lessons learned
· Create support
· Celebrate successes, report regularly
· Share challenges and problems
· Implement improvements continuously during the pilot. Be
agile
· Rotate trainers
· Shared responsibility!

24. Recap
· Shift Left helps you
· let your Service Desk perform more effectively and efficiently
· to deliver better service to your customer
· Best Practice Knowledge Management
· manages your knowledge centrally
· updates itself when it’s used properly
· Roll-out will yield
· better resource management
· after commitment of time and effort

25. “Share your knowledge.
It’s a way to achieve
immortality.”
- Dalai Lama
“The more extensive
a man’s knowledge of
what has been done,
the greater will be
his power of knowing
what to do.”
- Benjamin Disraeli