HP Software KCS Strategy

1
HP Software KCS Strategy

• Vivit Board Presentation
• April 25, 2008

2
Agenda

• Objective of presentation
• HP Representatives Introduction (names roles etc)
• Definition of KCS
• Role of KCS at HP Software support
• Benefits of KCS
• Status of KCS at HP Software
• QA

3
KCS Defined

• KCS stands for Knowledge Centered Support
• KCS is an industry standard for Knowledge.
• The Consortium for Service Innovation (CSI) is
  the proprietor.
• KCS - A shift in how engineers capture and create
  Knowledge

4
The KCS Solution Concept
Customers
Question or Problem
Integrating the experience of the three
stakeholders
Reuse count
Environment
Answer or Fix
Analysts
Company
5
Role of KCS at HP Software

• Why KCS at HP Software now?
• How does KCS relate to Case Management?
• How does KCS relate to Software Support Online
  (SSO)?

6
(No Transcript)
7
Benefits of KCS

• Improve Self Solve effectiveness
• Tighter Integration of Customer-Engineer-Knowledge
  processes
• Reduce Case Time-To-Resolution
• More Responsive to Customer Feedback
• Continually Updated Knowledge on the SSO portal

8
Status of KCS at HP Software

• Current State of KCS
• Where are we now?
• Future of KCS at HP Software
• What are changes on the horizon?

9
QA
Questions and/or Feedback