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Knowledge Centered Service Professional > Terms > Flashcards

Terms Flashcards

1
Q

Activities

A

Tasks done within a process that lead to a result or outcome. Examples are creating a ticket, updating a ticket, escalating a ticket, or creatin gor reusing knowledge articles.

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2
Q

Add it

A

In KCS, an activity which creates a new KCS article as part of the support workflow (assuming that these is no article that addresses the issue.

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3
Q

Approved

A

In KCS, the state of an article indicating the article is considered complete and reusable. There is confidence that the resolution is complete, correct, and complies with the content standard.

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4
Q

Article(s)

A

In KCS, the documented collective experience of the organization in solving problems and answering questions. Articles can include a variety of issues: usage, “how to”, configuration, interoperability, performance, defects, procedural and/or diagnostic information.

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5
Q

Article Quality Index

A

See Knowledge Quality Index

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6
Q

Assisted Service

A

The type of support provided to customers by support professionals, typically as the result of an incident or service request.

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7
Q

Author

A

The initial creator of a KCS article, responsible for the contents and quality of the article.

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8
Q

Balanced Scorecard

A

A strategic performance managment tool that aligns metrics to business objectives. It provides a comprehensive view of the performance of the organization. The balanced scorecard concept was developed in the early 1990’s by Dr. Robert Kaplan and Dr. David Norton.

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9
Q

Baselining

A

Creating a reference point for comparisons. A baseline is typically used for measuring progress in performance, process improvement or identifying changes.

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10
Q

Benchmarking

A

The process of comparing current levels of performance to past performance or another company’s performance. A method of comparing your busines processes to those of recognized leaders. It is used to assist in identifying process improvements.

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11
Q

Best Practice

A

A way or method of accomplishing a business function or process that is considered to be superior to all other know methods based on independent, objective research or study.

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12
Q

Candidate Knowledge

A

In KCS, the search words or phrases used that may become part of the knowledge base as standalone article or part of an existing article.

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13
Q

Capture

A

In KCS, the first Solve Loop practice; while solving the issue the responder captures the customer’s context.

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14
Q

Change

A

Any action (addition, modification or removal) which results in an alteration to a service or a service component.

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15
Q

Change Advisory Board (CAB)

A

A designated group that is responsible for the assessment and planning of all changes that have an impact on business operations. All interested parties are represented on the CAB so that the entire course of events surrounding the change can be assessed and planned.

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16
Q

Change Management

A

A defined process that responds to the customer’s changing business requirements while maximizing value and reducing incidents, disruptions, and rework. Also addresses business and IT requests for modifications that will align the services with business needs.

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17
Q

Citation

A

In KCS, the user of a knowledge article by anyone other than the creator.

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18
Q

Coach

A

A KCS role that supports the development of the KCS Candidates and KCS Contributors.

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19
Q

KCS Competency Profile

A

Percentage of responders at each role/level of the KCS competencies: KCS Candidate, KCS Contributor, and KCS Publisher.

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20
Q

Content Health

A

In KCS, an Evolve Loop practice that focuses on article structure, content standards, content quality, and article life cycles.

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21
Q

Content Standard

A

A formal document that describes decisions the organization has made about KCS article content and structure. The content standard is the basis for the Article Quality Index.

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22
Q

Context of the Customer

A

In KCS, the description of the needs and experiences of the customer in his or her own terms. Context is captured in the Solve Loop.

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23
Q

Creator

A

The author of a KCS article.

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24
Q

Critical Success Factors (CSFs)

A

Those aspects need to be considered for an organization to achieve its goals. Key Performance Indications (KPI) measure the achievement of or presence of critical success factors.

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25
Q

Customer

A

A person authorized to make decisions on behalf of an organizational unit within the business concerning a service (IT) and its associated service levels. In practice, the terms customer and user are often used interchangeably, so understanding the context is critical to know if ‘customer’ or ‘user’ is meant. In KCS, the person (user) who contacts support about an issue.

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26
Q

Data

A

Discrete facts, unorganized words or numbers, that lack any parent-child relationship. The lowest level of abstraction from which information, knowledge, and wisdom can be derived.

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27
Q

Demand-Driven Visibility

A

As articles are found and used they are improved, then migrated to a broader audience as they proven accurate and useful.

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28
Q

Draft

A

The KCS article state which indicates that there is no confidence in the resolution due to the lack of customer feedback or responder usage.

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29
Q

Environment

A

An element of a KCS article that contains business-specific information (business services, business processes, etc.) or technology the customer is using that is relevant to the issue (e.g., systems, applications, hardware, software, network, etc.)

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30
Q

Escalation

A

A process by which additional resources are engaged to address an issue (e.g., incident, service request, event, access request, change, etc).

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31
Q

Evolve Loop

A

In KCS, a continuous improvement process that integrates the individual (Solve Loop) and organizational (Evolve Loop) practices.

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32
Q

Explicit Knowledge

A

Knowledge that has been documented, stored and can be retrieved and conveyed to others to use.

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33
Q

Findability

A

Term used to describe the ease of finding relevant results.

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34
Q

Findable

A

A KCS article can easily be located for reuse.

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35
Q

Fix It

A

A KCS Contributor or Publisher modifying an existing article in the workflow.

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36
Q

Flag it

A

In KCS, this refers to a non-licensed user commenting on an article so that an authorized person can modify it.

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37
Q

Gap Analysis

A

A comparison of actual performance against potential performance. A gap analysis documents the gap between “where we are” and “where we want to be”.

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38
Q

Goals

A

The outcomes/results that a person, organization, or system expects to achieve.

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39
Q

Good Enough

A

The quality level that is acceptable to the organization.

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40
Q

Improve

A

In KCS, the fourth Solve Loop practice; knowledge maintains timely availability through real-time reuse, review and just-in-time quality.

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41
Q

In the Moment

A

Knowledge is shared and created while solving an incident.

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42
Q

Incident

A

An event which is not part of the standard operation of a service which causes, or may cause, an interruption to or reduction in the quality of that service.

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43
Q

Incident Management

A

A process whose goal is to restore normal service operation as quickly as possible and minimizes the adverse impact on business operations; ensuring that the best possible levels of service quality and availability are maintained.

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44
Q

Information

A

Data that has been processed providing organization and context which allows better decisions to be made than whith data alone.

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45
Q

IT Infrastructure Library (ITIL)

A

The most popular framework used for IT Service Management (ITSM). It is a repository of best practices for delivering and supporting IT services.

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46
Q

KCS Article

A

The logical document stored in the knowledge base that contains the issue, environment, resolution, cause, and attributes. It represents the collective experience of the organization in solving problems and answering questions. KCS articles can cover a variety of issues: usage or “how to,” configuration, interoperability, performance, defects, and procedural or diagnostic information.

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47
Q

KCS Knowledge Lifecycle

A

The progression an article undergoes as it matures (e.g., work-in-progress, draft, tech review, compliance review, approved, published). Also known as the KCS Article Life Cycle.

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48
Q

KCS Knowledge State

A

The status of a KCS article. States include draft, approved, tech review, published, and flagged. Also known as KCS Article State.

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49
Q

KCS Candidate

A

A KCS role that is a provisional contributor to the knowledge base, a basic user of the knowledge base who is familiar with capturing and structuring content. The Candidate can create draft articles and modify their own articles, but cannot modify articles crated by others.

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50
Q

KCS Coach

A

A KCS role that supports the development of the KCS Candidates and KCS Contributors.

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51
Q

KCS Contributor

A

A KCS role that is licensed to create, modify, review and approve articles for a defined audience.

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52
Q

KCS Council

A

A cross-functional group that meets on a regular basis providing a forum for the continued improvement to the KCS content standard, workflow, technology integration, and feedback systems.

53
Q

KCS Publisher

A

A KCS role that creates, flags, modifies, reviews, and publishes content (articles) to an external audience.

54
Q

KCS Verified

A

Software knowledge management tools that have demonstrated certain criteria set forth by the Consortium for Service Innovation

55
Q

Key Performance Indicator

A

Measures of strategic importance which differ depending on the goals and current state of the organization. General measures of critical success factors (CSFs).

56
Q

Knowledge

A

Familiarity with someone or something, which can include facts, information, descriptions, or skills acquired through experience or education. Knowledge is achieved by synthesizing information with the insights, values, and judgment gained through experience. In KCS, information has an action associated with it, a context, and an experience related to its use. Knowledge is gained through interaction and experience. Key attributes of knowledge are: constantly changing, never 100% complete or 100% accurate, and validated through use, experience, and interactions.

57
Q

Knowledge Base

A

A repository of data, information, knowledge articles and solutions within an organization, designed to effectively reuse the knowledge to support business in achieving its goals.

58
Q

Knowledge Domain Expert (KDE)

A

A KCS role responsible for the health of the knowledge base. The KDE has both technical expertise and a comprehensive understanding of KCS processes.

59
Q

Knowledge Management

A

The strategies and practices used in an organization to manage its knowledge as a strategic resource. Generally, it is referred to as the capture and reuse of business and technical information to improve the quality of management decisions by ensuring that the data, information, and knowledge is available when needed.

60
Q

Knowledge Quality Index

A

A quality measure that ensures the articles meet the business need. Called the Article Quality Index (AQI) in the KCS Practices Guide. (aka Article Quality Index)

61
Q

Known Error Database

A

IT Knowledge repository that has a list of recognized issues, symptoms, workarounds, and fixes for known errors.

62
Q

Lagging Indicators

A

Measures of a process or system and whether it has achieved the business results/outcomes expected. Goal achievement should be based on lagging indicators when possible.

63
Q

Leaders

A

Individuals who assist others in achieving their objectives through influence; not dependent on a position of power.

64
Q

Leadership & Communication

A

In KCS, the Evolve Loop practice that is concerned with communication, promoting an understanding of KCS, and the KCS performance assessment model.

65
Q

Leading Indicators

A

Measure of the activities used to achieve a goal and/or objective. Leading indicators are typically used to trend performance and provide an indication or whether the process and/or system is trending in a positive or negative direction.

66
Q

Licensed Users

A

KCS Contributors and Publishers

67
Q

Linked

A

Relating (via attachment or linking) articles used to resolve issues or incidents.

68
Q

Metadata

A

In KCS, the data that is part of the KCS articles used to ensure correctness, proper use, and interpretation. Examples of KCS metadata are: article state, date created, number of times modified, history, number of times article has been reused, etc. In general use, “data about the data” or “content about the content”.

69
Q

Metric

A

A standard of measurement used to quantify the state of a system, application, process or performance to a specified objective.

70
Q

Operational Level Agreement (OLA)

A

An agreement between internal organizations or teams that defines the responsibilities, roles, and expectations necessary to achieve the targets specific in the Service Level Agreements (SLAs)

71
Q

Outcomes

A

The results that are expected from a process or system. Sometimes difficult to measure, outcomes are the end result of activities and are an indicator of created value.

72
Q

Link Rate

A

In KCS, the link rate is the number of incidents/issues closed with an article linked or cited. This metric includes articles created and the reuse of existing articles

73
Q

Percentage First Contact Resolution (FCR)%

A

Percentage of incidents resolved on the first interaction with the user. FCR is a driver of customer satisfaction, as well as employee proficiency and process effectiveness. FCR is typically a measure of a process goal.

74
Q

Performance Assessment

A

In KCS, the Evolve Loop practice documents how performance is quantified and measured. Performance measures should be clearly linked to the strategic objectives.

75
Q

Phase 0 - Planning and Design

A

Phase of KCS Adoption that includes: evaluating the tools required for successful adoption, gathering baseline measurements, and setting realistic internal and external expectations.

76
Q

Phase 1 - Adoption

A

Phase of the KCS Adoption that includes forming a small Pilot Team in order to create an internal credibility of the KCS program.

77
Q

Phase 2 - Proficiency

A

Phase of the KCS Adoption that includes: creating and maturing the knowledge base, increasing process efficiency, reducing time to proficiency, and improving collaboration and knowledge worker satisfaction.

78
Q

Phase 3 - Leverage of the Knowledge Base

A

Phase of the KCS adoption that includes publishing knowledge to a web self-service model in order to increase operational capacity.

79
Q

Policy

A

A set of principles that guides decisions and behavior based on what is best for the organization.

80
Q

Priority

A

The relative importance of an issue, derived from an assessment of the impact, urgency, and expected effort required to resolve the issue.

81
Q

Problem

A

A condition of the IT infrastructure that is identified through incidents with similar symptoms or a significant incident that is indicative of an error, the cause of which is unknown.

82
Q

Problem Management

A

A process whose goal is eliminating reoccurring incidents and minimizing the impact of incidents that cannot be prevented.

83
Q

Procedure

A

A set or series of instructions or activities used to perform a specific task sometimes referred to as work instructions.

84
Q

Process

A

A series of tasks (or procedures) that are required and the sequence in which they must be performed to achieve a goal. Processes should have a process owner and process managers.

85
Q

Process Integration

A

In KCS, the Evolve Loop practice that focuses on the definition of processes and the integration of technology to enable the processes.

86
Q

Project

A

A plan or proposal which requires the collective efforts of individuals and organizations to achieve a predefined goal and/or outcome, and which includes the resources, budget, and tasks to which each responsible party is assigned. Projects have a specified beginning and end.

87
Q

Published

A

In KCS, the state/status of an article ready for general use or end-user self-service.

88
Q

Quality Assurance (QA)

A

A systematic way of ensuring that all activities necessary to design, develop and implement services that satisfy the requirements of the organization and of customer take place as planned, and in a cost-effective manner.

89
Q

Quick Reference Guide

A

In KCS, a one-page document that provides responders with a brief overview of the KCS content standard. The Quick Reference Guide typically provides examples.

90
Q

Random Sampling of Articles

A

Choosing representative knowledge articles for review. Random Sampling of Articles in KCS Practices Guide is called Knowledge Sampling in HDI’s Knowledge Management courses.

91
Q

Ratio of Known to New

A

In KCS, the ratio of new articles created in the knowledge base to existing, reused articles.

92
Q

Readability

A

In KCS, articles are documented using complete statements rather than complete sentences.

93
Q

Resolution

A

In KCS, the element of the article that documents the actions needed to restore the service or remove the interruption. A resolution can be a fix or workaround. In general, a state that indicates the interruption has been removed and the user can complete their task.

94
Q

Request for Change (RFC)

A

A formal proposal to change the nature or status of a service, system, application, hardware, software, documentation or any other item under the domain of configuration control.

95
Q

Return on Investment (ROI)

A

The financial calculation that is used to determine the rate of return on money invested; the most common measure of profitability.

96
Q

Reuse

A

In KCS, the number of times an article has been applied. Article reuse is a valuable method of measuring an article’s value. Also refers to a practice within the Solve Loop.

97
Q

Review

A

In KCS, the state of an article indicates that the article has been created but there is a lack of confidence in the technical accuracy, regulatory compliance, quality, structure or relationship to other articles.

98
Q

Rework

A

In KCS, a state of an article indicating it has been found to be confusing, incomplete, or in need of an update.

99
Q

Searching is Creating

A

In KCS, the third Solve Loop practice; content used for searching is saved and is used to enhance existing articles or frame new articles.

100
Q

Self-service Success

A

The percentage of time customers find what they need when using self-service, thus not requiring the use of assisted service.

101
Q

Service Level Target

A

A statistical criterion for measuring successful service. The expression of an aspect of a service in definitive and quantifiable terms; specifies a term in a SLA, and quantifies its associated measures.

102
Q

Service Level Management

A

The strategy and tactics of defining, achieving, and maintaining services in order to meet the current and future requirements of the business and users within the organization. SLM is designed to optimize and provide cost-effective delivery of IT services that are aligned to business requirements.

103
Q

Service Request

A

A service request is a request for information, advice, a standard change or access to a service.

104
Q

Single Point of Contact (SPOC)

A

Term used to describe the support center’s role as the customer’ one-stop resource for all service-provider related issues and requests.

105
Q

Solve Loop

A

In KCS, the Solve Loop is a set of four practices documenting the individual workflow that is described by the KCS problem-solving process.

106
Q

Structure

A

In KCS, the second Solve Loop practice. Structure includes breaking down the problem or issue description into the appropriate elements and structuring it according to the appropriate (predefined) format.

107
Q

Stakeholder

A

Any person or group that has an interset or may be affected by the actions of the organization. (E.g., customers, users, owners of products or services, employees, associates, partners, contractors, and/or supplies.

108
Q

Strategic Framework

A

A document or method used to align an initiative with the needs and objectives or the stakeholders.

109
Q

Strategy

A

A high level plan to achieve one or more goals. Strategy is about adopting courses of action and allocating resources to achieve goals.

110
Q

Structured Problem Solving

A

In KCS, Structured Problem Solving has two elements: 1) seek to understand the customer, and then 2) seek to understand what the company knows about the problem before seeking to solve it.

111
Q

Subject Matter Expert (SME)

A

An acknowledged expert in a particular field or topic.

112
Q

Sufficient to Solve

A

In KCS, describes the level of quality that is acceptable to the organization.

113
Q

Support Center

A

Term used to incorporate the multiple terms and meanings for help desk, service desk, and contact center, which provides support to the internal “end user” employees or external customers.

114
Q

Tacit Knowledge

A

Information that is known, but not easily recalled nor documented, and available only to the individual who has a particular set of experiences. Tacit knowledge becomes explicit when it is documented as part of the problem-solving process and is available for others to use.

115
Q

Technical Review

A

In KCS, the state of an article indicating the author is not confident with the accuracy or completeness of the article. The article requires a review by the subject matter expert for accuracy.

116
Q

TIme to Close

A

The elapsed time from when an incident/request is opened to the time the incident/request is closed.

117
Q

Time to Proficiency

A

The number of weeks or months required for a responder to work with a high degree of independence; the learning curve for someone in a new role.

118
Q

Time to Publish

A

In KCS, the time from the initial discovery of a new issue (no article available) to the time the new/updated article is available.

119
Q

Triangulation

A

In KCS, a methodology ensures that the needs of the three KCS stakeholders(Customer, Business, and Employees) are in balance. Triangulation uses measures of Trends in Activity, Results/Outcomes, and the Knowledge Quality Index to ensure that the needs of the three stakeholders are met. Triangulation recognizes the intangible nature of value - the idea that the creation of knowledge cannot be directly measured or counted.

120
Q

Urgency

A

An assessment of the necessary speed of solving an incident; how long can resolution be delated before there is significant impact on the business.

121
Q

Use It

A

In KCS, leveraging an existing article to resolve an incident.

122
Q

User

A

A person who uses IT services on a day-to-day basis.

123
Q

User Profiles

A

The listing people in a systems; the profiles include contact information, access rights, organizational information, roles, skills, competencies, etc.

124
Q

Vendor

A

A third-party external organization that supplies goods or services to the service provider or customer.

125
Q

Vision

A

A statement of an organization’s values, describing how the organization wants to be perceived by others, or the future state of where the organization wants to be.

126
Q

Work-In-Progress (WIP)

A

In KCS, the state of an article indicating that there isn’t a verified solution, an incomplete article. The problem or question has been captured but the resolution is not yet known. In general, a state indicating that someone is assigned to and is working an issue.

127
Q

Workaround

A

A solution put in place for the customer to quickly restore services while locating or developing a long-term or permanent resolution. Workarounds may be short- term or long-term, depending on the cost of a permanent fix.

128
Q

Workflow Integration

A

In KCS, an Evolve Loop practice that includes workflow analysis and optimization, content structure, the integration of technology and feedback for the entire KCS system.

Knowledge Centered Service Professional (4 decks)

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