Throughout a Sept. 28 webinar hosted by Beckers Hospital Review and sponsored by TeamDynamix, Mr. Graf talked about why knowledge-centered service needs to be part of every health care organizations IT service management strategy as extra support to self-service, or the ability for end users to discover answers to their concerns and fix their own incidents..
Healthcare organizations this year have been charged with handling a practically overnight shift to remote work, leaving IT leaders embracing brand-new understanding management methods, according to Andrew Graf, chief product strategist at TeamDynamix, an IT service and task management platform..
In April and May, TeamDynamix surveyed about 166 various companies across several industries to get a sense of how ready people felt working from house in response to the obstacles stirred by the COVID-19 pandemic. One of the chances the company saw to assist companies enhance their IT preparedness was concentrating on self-service and knowledge base through knowledge-centered service, which includes gathering, organizing and dispersing customer service assistance material throughout the organization..
Jackie Drees –
Friday, October 9th, 2020
5 areas of focus for rolling out an understanding centered service effort:.
1. Make sure knowledge material is accessible through the IT service management platform. To completely carry out a knowledge-centered service style, the medical facilitys staff member need to understand how to quickly use the material offered to them within their companys ITSM system..
2. Start small. Pilot the knowledge focused service guide among a small group, such as the service desk experts, where it can have the biggest impact. “Some of the most reliable approaches weve seen is when theres a nucleus of individuals, maybe its a single department or function, where we get a lot of questions that can be answered by means of knowledge material or self service. Start with this group, who will improve the processes, show it and after that leave,” Mr. Graf said..
Do not attempt to upload all existing documents into the knowledge base too quickly; instead, work with the small pilot group to produce content on an on-demand basis. Mr. Graf mentioned a client TeamDynamix worked with that had a goal of developing 200 knowledge-based short articles in the very first six months of their understanding centered service roll out.
4. Get trained in knowledge-centered service. Buy training for the knowledge focused service management team so that leaders feel empowered and positive when assisting the rest of the organization in utilizing the process..
5. Stay motivated. Building the understanding base need to be an ongoing process; its essential for management teams to continue to explore methods to improve content and boost client usage. Implementing metrics to show how much of a difference the system makes and how understanding content has reduced the variety of incoming requests is crucial to relay to the rest of the organization..
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Ensure knowledge material is accessible through the IT service management platform. Pilot the knowledge centered service guide among a little group, such as the service desk analysts, where it can have the most significant effect. “Some of the most efficient techniques weve seen is when theres a nucleus of people, perhaps its a single department or function, where we get a lot of questions that can be responded to via knowledge content or self service. Mr. Graf pointed out a client TeamDynamix worked with that had a goal of creating 200 knowledge-based articles in the very first 6 months of their understanding focused service roll out. Get trained in knowledge-centered service.
Click here to view TeamDynamixs case research study, and click on this link to get involved in TeamDynamixs study about IT support during the pandemic.
Click here to see the complete webinar..
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