ITD Knowledge Management

1
Information Technology Division

• Knowledge Management Process Proposal

2
Key Benefits

• Increased Customer Service Satisfaction
• Better Utilization of Technical Staff
• Organized Documentation
• Conservation of Hardware
• Staff Growth and Career Development
• Opportunity for Expansion as Your Organization
  Grows

3
Project Organization

• Share Point Presence
• Providing Communication Forum
• Providing Document Repository
• Providing Document Lifecycle Management
• Providing Cross Referencing Ability
• Providing a Team Calendar
• Providing Mobile Access for Project Notification
• Providing Email Notification for Changes to the
  Site

• HTML Site Front
• Providing Quick GUI Reference
• Point and Click Answers
• User Friendly References
• Site Maps and Org Flows

• Customer Reference
• Orientation Power Point Presentation
• Quick Reference Brochure
• User Community HTML Interface for Communication

• Q/A Process
• Ticket Reviews
• Par Metrics
• Bell Curve for Continuous Evaluation

4
Process Relation and Integration
5
Share Point Presence
6
Share Point Project Coordination Functionality

• Team Calendars
• Email notification of Project modification
• Gant Charts
• Progress Tracking by Task
• Task Assignment
• Blog Forum for the latest News Regarding the
  Project
• Drag and Drop Capability

7
Reference Tools
8
Internal Knowledge Base
9
Customer Portal
10
Q/A and Auditing
11
QA and Audit Process
12
Q/A Process for Agent Auditing
13
Ticket Audit Bell Curve

• Customer Service Metrics Level of Tickets
  Audited
• A Level 3
• B Level 5
• C Level (Average Performance) 10
• D Level 15
• E Level 20
• Bell Curve Audit Percentage
• Employees continually work up and down the bell
  curve based on their performance and previous
  audits to reflect an accurate and fair assessment
  process. As an agent increases the correctly
  completed tickets audited, the percentage of
  tickets audited decreases after 2 weeks. If the
  employee seems to have trouble in one particular
  area of the type of tickets worked the number of
  tickets audited will increase in percentage every
  2 weeks, until it is demonstrated that he/she has
  mastered the skill through the increased
  auditing. Cross training, a separate project that
  is underway, will be a useful tool in assisting
  our agents continue to grow and afford the
  opportunity for them to stay at the top of the
  customer service bell curve.
• Process Error Rating System
• As the tickets are reviewed they will be
  compared for two separate qualities Ticket
  Accuracy and Process. For the employee to move up
  the bell curve, both qualities must pass the
  audit. However, consistent failures (2 weeks
  consecutive) in either of the reviews will result
  in the employee moving down the bell curve and an
  increase in the number of tickets audited.

2 Week Adjustment Cycle Related to Quality
Assurance Audit Ticket Accuracy
14
Ticket Audit Bell Curve cont.

• Ticket Accuracy Audit
• Tickets will be reviewed to determine if the
  customer request was completed correctly
• Was the customer was provided professional
  correspondence?
• Was everything the customer requested in fact
  completed by the agent?
• Was the ticket resolved completely preventing
  repeat ticket generation for the same issue?
• In the event that the request could not be
  completed and it was out of the agents control,
• Did that agent exhaust all options available to
  him to notify the appropriate department to
  continue the customers request?
• Was the appropriate information included in the
  ticket?
• Was all pertinent information provided to the new
  agent?
• Process Audit
• Tickets will be considered to determine if
  department process was followed
• Was the ticket was closed correctly?
• Were the appropriate notes included in the work
  log?
• Was the information thorough and by process in
  the closure tab?

15
QA Processes

• QA Process for Ticket Audit
• Audit Random 3 Tickets per week per team member
• Per ticket review actual request
• Review notes in the ticket
• Step through the account access
  granted/terminated/modified
• Was the account created correctly? Ex Spelling
  of users name? Email? Internet accesses? VPN?
  Wireless?
• Once service call is reviewed, print ticket,
  screen shot specific error, and indicate notes on
  Service Call Accuracy Checklist
• QA for Metrics and Par Audits of Information
  Technology Department
• 30 Ticket per Week Average for All Agents
  Expected
• Two Reports Pulled per Day to Reflect Outstanding
  Tickets and Tickets that are 3 Days Old or Out of
  SLA and the Reason or Details of the Tickets.
• Adhere to Bell Curve for Increase or Decrease of
  Agent Auditing
• Prepare Weekly Par Reports for management to
  review
• QA Checklist for Information Technology
  Department
• Work Order Total Report
• Service Call Accuracy Checklist
• Screen Shot of Work Performed
• Detailed Notes of Error

16
Documentation Research and Clean Up
17
Document Lifecycle Management

• Document -
• Is Reviewed and Added
• Is Formatted and Authenticated
• Is Reviewed for 1 Week after Presentation and
  Accepted by Intended Audience
• Is Scheduled for Review/Expiration _at_ 12 Months
• Has approver email attached

18
Documentation Workflow and Audit Process
19
Site Research and Documentation
20
Department Documentation
21
DOR Support Dept Knowledge Flow
22
Part 2 What Exactly are SharePoints
Capabilities?
23

• Everything .
• Quickly (Stop me at anytime with questions) ?
• Differences between Windows SharePoint Services
  (WSS) and Microsoft Office SharePoint Server
  (MOSS)

24
(No Transcript)
25
Share, control, and reuse business information to
make better business decisions, Excel Services,
Web-based BI dashboards, key performance
indicators (KPIs) and Web Parts.
Keep teams connected and productive by providing
easy access to the people, documents, and
information users need to make well-informed
decisions.
Business Intelligence
Collaboration
Features useful for designing, deploying, and
managing enterprise intranet portals, corporate
Internet presence Web sites, and divisional
portal sites.
Streamlines forms-driven business processes with
easy-to-use, intelligent, XML-based electronic
forms.
BusinessForms
PlatformServices
Portal
Content Management
Search
Core DM functionality versioning,
check-in/check-out , metadata, workflow, content
typebased policies, auditing, granular access
controls, business document processing, Web
content management and publishing, records
management, policy management.
Increased relevance of search results, new
functions to search for people and expertise,
ability to index and search data in
line-of-business applications, and improved
manageability and extensibility.
26

• Item level security for lists and libraries
• Recycle bin
• 2 phase
• User-base restore within a time period
• Admin restore within second time period
• Major and minor versioning publishing

27

• A way of controlling Office documents
• File Template
• Workflow
• Columns
• Policies
• Conversion Types
• Information Panel

28
Columns

• 2 types of column
• Library-specific columns like SPS 2003
• Site Columns
• Create at root and apply to multiple libraries
• Change the site column and all libraries get
  updated automatically
• Can be used as part of Content Type
• New data types
• Business Data
• Connect columns to BDC data
• Audience
• Target content to audiences directly

29
Offline Options

• 2 ways to take MOSS data offline
• Check-out offline
• With Office 2007 installed, documents
  automatically go into SharePoint drafts
• Part of My Documents in Windows
• Can then be taken offline using Windows Offline
  Folders
• Outlook 2007
• Read-only sync of document libraries and most
  lists in Outlook
• Integration with Check-out Offline to allow
  offline editing
• Read/Write capabilities for outlook style items
  (tasks, events, contacts)

30
Blogs Wikis

• Wiki Lists
• Community-based knowledge bases
• A quick and easy way to capture knowledge and
  link it to other articles
• Blog Sites
• Online journal (WeB LOG)

31
Alerts RSS

• RSS
• All lists libraries are available as RSS feeds
• Outlook 2007 has built-in RSS aggregation
• Available RSS Feeds
• News
• Calendar Changes
• Project Updates
• Task Assignment
• Alerts
• Combined alerts engine across sites and portal
• Control over when to send alerts

32
Mobile Views

• Everything available as mobile views

33
My Site Profiles

• My Site has several new webparts
• Your Sites, Documents etc.
• Relationship to you
• Colleague Tracker
• User Profile Database
• People are specially highlighted in search
  results
• Lookup properties
• Business Data Catalogue properties

34
Search Indexing

• Combined engine between MOSS WSS
• Three syntax options
• Standard keyword
• MSN-style advanced syntax
• TSQL style queries SELECT x WHERE x CONTAINS x
• Much broader UI control
• Search Center site type
• Different tabs can be implemented which offer
  different search options and scopes
• People tab added by default
• Search Business Data Catalogue
• Allows user to search across business data
  systems in addition to SharePoint and other
  document repositories

35
Record Management

• Dedicated Record Center site type which includes
• Record routing based on content type metadata
• Records get routed to different record libraries
• Record policies, including
• Retention and expiration rules
• Auditing
• Bar-coding Labelling
• Record holds
• Users submit records via a simple send to
  command
• Very minimal end user interaction
• Web service based which enables cross farm/system
  submission

36
Master Pages

• Quickly change style and layout of pages
• Using SharePoint Designer
• Have all pages inherit new styles

37
Web Content Management

• Full CMS 2002 capabilities
• Add pages and author via rich browser-based
  controls
• Spell checker
• Image picker
• HTML editing
• Document to Page Conversion
• Approval workflow
• Schedule publication removal
• Managed linking navigation

38
Workflow

• MOSS builds on Windows Workflow Foundation
• Workflow platform provided as part of .net
  framework
• Several OOB document-based workflows
• Approval, Feedback, Signatures, Disposition
• Can design your own workflows
• SharePoint Designer 2007 for GUI drag drop
  design
• Visual Studio.net 2005 for highly custom workflows

39
Portal My Site

Search User Profiles Web Content
Management Workflow
40
Forms Services

• InfoPath forms via the browser
• No requirement for InfoPath client locally
• InfoPath client only required to design forms
• Data connection libraries
• All designer to use pre-defined data connections
• Plugs directly into workflow
• Forms used as front-ends for workflow apps
• Forms used in standard workflows

41
Report Center

• Report Center site type
• Users can define personalized reports and
  dashboards, browse reports by category, or view a
  calendar of upcoming reports and subscribe to
  ones that are relevant.
• Key Performance Indicator (KPI) lists
• Red, green, amber traffic lights
• Can examine multiple data sources
• SharePoint Lists
• Excel Spreadsheets
• SQL databases
• Manually entered data

42
Excel Services

• Excel Spreadsheet on the server
• Enables more secure data sharing across the
  enterprise providing a single, centrally managed
  version of the data.
• Interactive Web-based User interface.
• Full fidelity with Excel
• Addresses the distribution issue
• Excel Services also takes advantage of the other
  capabilities of MOSS 2007, including ECM features
  such as checking out, checking in, auditing, and
  versioning capabilities.

43
Business Intelligence
44
More BI Examples
45
Business Data Catalogue

• Display Business data in MOSS
• Webparts
• Search
• List/Library columns
• User profile properties
• Any ADO.net or Web Service based system

46
Where Else Can I Find Information?

• Free chats and webcasts
• List of newsgroups
• Microsoft community sites
• Community events and columns

www.microsoft.com/technet/community
47
Process Documentation Project

• Project Planning and Coordination
• Authentic, Organized, Secure Documentation
• Q/A process for continually improved customer
  service
• Resources made available to expand on the
  relationship with the customer
• Better prepared relationship with supported sites
  and departments allowing technicians to be more
  productive
• Better communication among technicians
• Thank you for taking the time to entertain our
  concept! We look forward to your favorable
  response and insightful input!