Keynote Speaker: Rick Joslin
When: March 20, 2012, at 1:00 - 4:00 p.m.
Where: TECO, 1898 Nuccio Parkway, Tampa, FL 33605
Topic: Augmenting Knowledge-Centered Support with Proactive Knowledge Management and Why you should care about LOS and LZS

Augmenting Knowledge-Centered Support with Proactive Knowledge Management.

Knowledge-Centered Support (KCS) is recognized as the set of knowledge management (KM) best practices within service management. KCS complements ITIL by integrating knowledge management into incident management and problem management processes. While KCS success stories are growing in number, KCS is reactive knowledge management and should be augmented with proactive knowledge management. In this session, we will discover how to integrate knowledge management more deeply into problem and release management, learn how to augment KCS with proactive knowledge management, and identify ways to leverage the KCS foundation to implement proactive knowledge management. Rick will also share tips for selecting the knowledge that should be developed and creating troubleshooting trees.

Why should I care about LOS and LZS?

Two quality metrics can quickly identify the opportunity to save money and improve serve. So why are many organization not measuring them? How should a support center implement these metrics? What are LOS and LZS? Both metrics relate to the incident management process and evaluate if the incident could have been resolved closer to the point of demand. Join Rick as he explores the use of these metrics and how they can be used to predict improvements to self-serve and first contact resolution.

	Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses. Prior to joining HDI, Rick was a Principal Consultant with IHS Support Solutions. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Rick was responsible for the production of the industry’s leading third-party knowledge bases, known as Knowledge-Paks.
A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in the support industry. Rick is the author of the HDI Focus Book on Knowledge Management, the HDI Focus Book on the Knowledge Management Maturity Model, and a contributed the Knowledge Management chapter in the HDI Service and Support Handbook.
Rick is an active member of the Consortium for Service Innovation’ KCS Program Committee and serves on the Strategic Board of Advisors for HDI and the Advisory Council of Indiana University of Pennsylvania's Business College. He was a founding member, chairman, and director-at-large of HDI’s Member Advisory Board, and continues to serve as a chairman emeritus on this board, on the HDI Training Advisory Board, and the HDI International Certification Standards Committee. Rick was a founding advisor for the Help Desk Professionals Association, as well as the president and chapter advisor in the Pittsburgh Chapter of HDI. Rick has served as a judge for the 10 Best Support Websites sponsored by the Association of Support Professionals, as a judge for the HDI Team Excellence Award sponsored by HDI, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee.