In all organizations there are key people that are the real heart of everyday work. While they’re around, we feel all very confident because Service is guaranteed through these key professionals. But, are we prepared to deliver Service without them?
Ok, many people answer and accept that they depend on those people along with paying them well, so this will never happen. But, what if it happens?
The fact is that any serious Service Provider can’t depend on any specific person. Of course, all need to be good professionals, but we can’t depend only on individuals to deliver Service. We need to develop our “corporate intelligence” to know exactly how to manage people knowledge transfer in Services.
Knowledge transfer is not something we should do only when we have free time. Knowledge transfer sometimes is more important than answering Service Requests. If we know that a key person is leaving the company in two weeks, probably in that period it is better to prioritize the Knowledge Transfer than giving a 100% quality service. The outcome of the Knowledge Transfer will be more valuable.
Sometimes, in the case of a poor Knowledge Transfer, we see teams receiving new services that they don’t understand technically. In those situations, any time an Incident occurs within the Service, they spend long hours trying to resolve it. This situation can remain for a very long time if we concentrate all our team members only on resolving Incidents. Sometimes, no matter what Incidents we have, it is better to dedicate some of our resources only to documenting maps and guides, and results will come soon enough.
Knowledge Transfer should always be a critical Project. If we manage it as a Project, we need to schedule it in advance, perform monitoring and control with periodical review meetings, verify each milestone with the receiver of that transfer and close it when it has been completed.
Finally, we should build a Critical Resource Map and a Contingency Plan for Resources, exactly as we do for systems (BRS). When an outage happens (in this case of people), it is not the moment to start thinking of how to back them up, it is much more useful to trigger the contingency we have planned for such a situation.
How do you manage Knowledge Transfers in your Service?
Author: Angel Berniz (All Rights Reserved by the authors).
Image: © Yuri_Arcurs – photodune.net
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