In today’s society our corporate knowledge is our greatest asset. To leverage that knowledge, an organization must focus on the integration of organization structure, roles and responsibilities, service and support processes, technologies, knowledge-sharing culture and enabling self-service to customers.

BlueprintAudits.com provides industry best practice knowledge management consulting services that address all aspects of knowledge management success. Our offerings include:

Knowledge Management Current Environment, Findings & Recommendations
	The Data Gathering and Discovery Process will include interviews with key executive IT & support managers on the goals for the project. This discovery is the key to understanding the long-term vision for the integration of knowledge management and self-service support delivery into the customer support culture. An analysis of the current problem management support processes and an on-site assessment of the working environment of the Service Desk or support organization will follow the discovery. The analysis consists of interviews of support staff to conduct data gathering and personal observation. Est. Time: 1 Weeks Cost: $10,000 + T&E
Knowledge Management Enhanced Organization Structure
	Knowledge Management and self- service support delivery require new positions and the redefining of current support positions within the service desk. In this phase, we will evaluate the customer’s current positions and job descriptions and the overall organization of the service desk and make recommendations on how to restructure the support organization. We will work together with the customer management and project teams to create the new organization structure, vision and mission, staffing model, and roles and responsibilities. Est. Time: 1 Weeks Cost: $10,000 + T&E
Knowledge Management Metrics and Reporting Plan
	The goal of integrating knowledge management and self-service support delivery into the support environment is to ultimately see some sort of improvement in performance or to maintain current staff levels over a period of increase call volumes. In order to determine the success of any knowledge management or self-service support delivery initiative, careful attention must be placed on establishing realistic objectives and putting in place the appropriate measures to determine if the objectives are being reached. Est. Time: 1 Weeks Cost: $10,000 + T&E
Knowledge Management Enhanced Service and Support Processes
	In order to create a new knowledge management and self-service support delivery philosophy within the service desk support culture, the service desk processes must be redesigned with a heavy emphasis on solution creation, validation and delivery. We will work with the customer management and project teams to create unique processes within the service desk to facilitate the creation of solutions and their effective delivery to the end user. The three major processes, solution delivery, solution design and end user self-service, will be developed in order to take advantage of the Match technology. Est. Time: 2 Weeks Cost: $20,000 + T&E
Self-Serve Knowledge Management
	Rolling out self-serve knowledge management to the customer population is the last step in a knowledge management initiative. The processes and metrics for the internal knowledge management initiative must be proven and an impact measured that actually increases the IT organization’s ability to manage and apply knowledge. Est. Time: 2 Weeks Cost: $20,000 + T&E

Key benefits to your environment include:

• Reduce cost to serve
• Knowledge-based culture
• Enhanced management understanding of customer demand and quality of service, cost to serve
• Leverages current technology investments
• Knowledge is organization-based not stuck in silos
• Fewer resources required for service
• Lower overhead
• Allows for consolidation of service offerings into SPOC center
• Faster more efficient ITIL implementation

To learn more about BlueprintAudits.com knowledge management offerings, download our overview document for more information.