Knowledge Management - Service Desk Institute

*Exclusively for SDI Members*

Join our hand-picked speakers as they discuss why knowledge is critical for the future of IT service, how to get your knowledge base right and how this underpins self-service.

Knowledge management and effective knowledge bases have become more integral for support teams looking to implement or improve alternative support channels, such as chatbots, virtual assistants and self-service. A well-established, thorough and regularly reviewed knowledge base is an excellent basis for AI and Machine Learning-enabled services, as it can improve the efficiency and speed of support teams - as well as improve the experience of alternative support channels for customers - which in turn can assist in creating and growing a self-service culture.

You'll hear real first hand experiences of those who have implemented and improved their own knowledge management processes and tools, as well as top tips to help you work through your service desk's specific needs and priorities. Scroll down to see the agenda for the day.

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David Wright

Chief Value & Innovation Officer, SDI

David Wright

Claire Davies

Independent Consultant, Knowledge Management

Claire Davies

Claire has successfully created a Knowledge Management strategy and implemented a knowledge process for a large financial services company during a particularly chaotic time.

Ria Brookes

Assistant Knowledge Manager, EQUANS - part of the ENGIE Group

Ria Brookes

Hannah Price

Service Management Consultant & Agile Coach,TOPdesk

Hannah Price

A regular public speaker in the industry, Hannah started her career as a Service Management Consultant and has followed her passion to become a thought-leader specialising in knowledge management. At present she works for TOPdesk UK as an Agile Coach, driving organisational change on both a process and cultural level.

Jonathan Norman

Knowledge Manager, The Major Projects Association

Jonathan Norman

Jonathan manages the Major Project's Knowledge Hub. He specialises in the inclusion of KM in initiation, delivery and innovation of major projects. Jonathan is an advocate of building knowledge sharing activities and broadening our understanding of social learning in organizations.

Hank Malik

KM Lead, Practitioner, Author, and Speaker

Hank Malik

Hank is an experienced Knowledge Management and Transformation Lead, Specialist, Practitioner, Author and Speaker with over 15 years working in the fields of Knowledge Management, Information Management and increasingly Digital Transformation. Hank is a recognised KM subject matter expert delivering solutions with a blend of people, process, content, learning and technology. He has contributed authorship to global KM publications, most recently in The KM Cookbook (2019), The Knowledge Manager`s Handbook 2nd edition (2019) and published his first book in 2020, KM – A primer and catalyst to support Digital Transformation. Hank is an accredited Chartered Knowledge Manger (CILIP) and a Master Certified Knowledge Manager (MCKM).

Tanya Corsie

CEO and Director, Iken

Tanya Corsie

Rupert Lescott

PwC (MiddleEast), Director, Knowledge Management

Rupert Lescott

Rupert Lescott is the Knowledge Management Leader for PwC Middle East Consulting. He launched the function after 6 months, with a KM strategy, policy, roles, tools, processes, Champions, training materials and KPIs. Rupert works to help teams share their knowledge with one another, and look for opportunities to apply KM to business challenges and create value.
Rupert is also a former Associate Director for Knoco, the international firm of KM consultants, offering a range of KM services, including KM strategy, KM assessment, KM framework development, and KM implementation services.

Using his multi-sector experience, Rupert helps organisations learn from their experience, so that they can manage knowledge, embed good practice and address poor performance in equal measure.

Bit Rambusch

Vice President, eServices & Knowledge Management, Dell Technologies

Bit Rambusch

Bit Rambusch serves as the Vice President for eServices & Knowledge Management within the Dell Technologies Services organization. He is responsible for the digital support experience and knowledge workforce transformation. His team works to provide the over 500M+ annual Dell Technologies Services customers industry leading digital services through emerging technologies and methodologies.

With a history of excellence within Dell Technologies, Bit has held leadership roles including VP for Global Services Engineering, Executive Dir. for Global Technical Account Management (TAM) and Sr. Logistics Manager for all North America 4-Hour Parts Depots.

Prior to joining Dell in 1999, Bit held roles as an Officer in the US Army, Account Executive at Johnson Controls and Field Engineer Territory Manager for NCR. He holds a bachelor’s of science degree in Engineering Management from the United States Military Academy at West Point and an MBA from the University of Dallas.

Agenda -

11:00-11:10 - Welcome

A welcome from our event host, David Wright, Chief Value & Innovation Officer, at the Service Desk Institute.

11:10-11:30 - Presentation

Claire Davies, Independent Consultant, Knowledge Management

Claire has successfully created a Knowledge Management strategy and implemented knowledge processes for a large financial services company during a particularly chaotic time. Claire will share her story, lessons learnt and provide us with some key takeaways.

11:35-11:50 - Presentation

Hannah Price, Service Management Consultant and Agile Coach, TOPdesk UK

'Optimising knowledge discovery to maximise the full potential of your knowledge base'

Despite our best efforts, the knowledge we create can go undetected by the customers who need it most. In this presentation we shall look at how the internet has changed the way we retain and search for information, and use this to help optimise our knowledge articles to become as findable and 'clickable' as possible - all using the principles of KCS (Knowledge Centred Service).

11:55-12:15 - Presentation

Ria Brookes, Assistant Knowledge Manager, EQUANS - part of the ENGIE Group

'How to Implement a Successful KM Platform'

Ria will share best practice for implementing a Knowledge Management platform, based on the successful KM transformation at EQUANS part of ENGIE Group. The presentation will explore how EQUANS' Knowledge team has built a community to facilitate a culture of learning and sharing.

12:20-12:30 - Break

A quick comfort break before the programme resumes.

12:30-12:50 - Presentation

Hank Malik, KM Lead, Practitioner, Author, and Speaker

'Achieving real success by applying lessons learned and best practices'

Hank will deliver an engaging session on KM best practices, how to achieve success and the need for a blended approach.

12:55-13:15 - Presentation

Jonathan Norman, Knowledge Manager, Major Projects Association

'How to establish the parameters for a Knowledge Management programme'

Jonathan will walk us through an informal process for knowledge mapping, and illustrate it with anecdotal examples from his own experience at the Major Projects Association.

13:20-14:00 - Break

A break for lunch before the programme resumes.

14:00-14:20 - Presentation

Rupert Lescott, PwC (MiddleEast), Director, Knowledge Management

'Why manage knowledge?'

During this talk, Rupert will discuss:

- The opportunities that KM offers (performance improvement, innovation, best practice creation etc.)
- Risks of not managing knowledge (safety, inefficiency, quality, knowledge loss etc.)
- Cultural issues (leadership, honesty, just cultures, incentives etc.)

Rupert will use his multi-sector expertise to provide us with useful anecdotes and tips along the way.

14:25-14:45 - Presentation

Bit Rambusch, Vice President, eServices & Knowledge Management, Dell Technologies

'Connecting the Dots for Digital Transformation'

Data is the foundation for personalization. Our ability to capture the full potential of data is both a systemic and operational challenge. Over the next 5 years data creation is going to explode. Are you prepared to capture, manage and turn your data into customer and business insights and action? It is paramount that your data is classified, organized, searchable, and relevant. Learn how organizations are addressing these constraints and seizing the competitive advantage with customers and the marketplace.

14:50-15:10 - Presentation

Tanya Corsie, CEO and Director, Iken

'How to use knowledge management to transform your organisation'

In this session Tanya will discuss:

- What is knowledge management and why is it essential to the success of all organisations
- How can technology and in particular case management software transform an organisation
- Practical considerations before implementing knowledge management software (mapping processes, workflows, data accuracy)