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5. Think & work holistically – Work tasks, think big picture! Agents need to understand and appreciate the mission, vision, values and purpose of your organisation and how their daily activities contribute. When they don’t see the Why, you won’t see success.
6. Keep it simple & practical – Create and modify knowledge on demand, rather than wasting effort on the just-in-case. KCS was developed out of the real
business need to make knowledge management in service operations practical and achievable with existing resources.
7. Optimise & automate – This is where we leverage our now-effective knowledge base and make it available through self-service and to the user-community, where one exists.
A recognised thought leader in the ITSM niche of knowledge management, Aprill Allen is managing director of Knowledge Bird and consults in knowledge strategy and process improvement for startups, managed services, and ITSM teams. She's a Knowledge Centered Service-certified trainer and also serves on the National Board of itSMF Australia as Secretary.