kcs ignite

KCS Ignite : 

Knowledge-Centered Support in Five Minutes9 September 2010 KCS Ignite © DB Kay & Associates, 2010. All rights reserved. KCS is a service mark of the Consortium for Service Innovation.

Centralized Knowledge Team : 

Centralized Knowledge Team

Product Specialist Model? : 

Product Specialist Model?

“Why Don’t We… : 

“Why Don’t We… … while we’resolving customer issues?”

CSI Members Learned : 

CSI Members Learned … andmanyothers

1. Capture Customer Context : 

1. Capture Customer Context All of a sudden, the app server dropped its database connection when traffic got real high

2. Link to Relevant Content : 

2. Link to Relevant Content

3. Capture in the Workflow : 

3. Capture in the Workflow Photo Credit: University of Chicago Archives

4. Structure for Reuse : 

4. Structure for Reuse Marshmallow de piñones[Pine Nut Marshmallows] Ingredients 2 cups milk 9 x 2g gelatin leaves, re-hydrated in cold water 2 2/3 Tbsp virgin pine nut oil 2/3 cup toasted pine nut powder Directions Place 1 ¾ cups milk in the freezer until it cools to 37°F. Meanwhile, mix the gelatin with the remaining milk in a pan. Dissolve the gelatin at 105°F and pour into a mixing bowl. Start to whip the mixture. After 30 seconds, add all the cooled milk in one pour. Continue to whip for 3 minutes. Add the pine nut oil. Keep whipping for another 30 seconds and spread out over a transparent sheet to a thickness of 1inch. Refrigerate for 2 hours. Cut into 1 inch cubes. Refrigerate in an airtight container. Immediately before serving, lightly salt the cubes and coat 4 sides with toasted pine nut powder, leaving 2 uncoated sides. Finishing and Presentation Serving suggestion: 2 pieces per person on a blue glass tray. Recipe and Photo Credit:A Day at elBulli: An Insight Into the Ideas, Methods, and Creativity of FerranAdrià

Comparing SRs and Solutions : 

Comparing SRs and Solutions SR Note Summary Problem Description Problem Details: We are unable to establish and maintain a VPN Tunnel between our office in Phoenix, AZ and Rockford, IL. Previous ticket number : 602158407 Tunnel has been up for about six days but went down again sometime last night or this morning and will not come back up. Problem Details: We are unable to establish and maintain an intranet Lan-to-Lan tunnel IPSec VPN Tunnel between our office in Phoenix, AZ and Rockford, IL. This is between a Cisco VPN 3005 (4.1.7g) and a Cisco IOS 2651XM (12.2.15T12). Previous ticket number : 602158407. Under this old Service Request, they were able to find out that our ISAKMP Policies do not match. Tunnel has been up for about six days straight, but went down again sometime last night or this morning and we can not get it to come back up. Resolution Summary Before we were able to contact the customer, they were able to find out a VPN Client was being used from behind the IOS Router. When they had the VPN Client disconnect, a little bit later the Lan-to-Lan tunnel started to work. Since they have the Lan-to-Lan tunnel, they do not want to have the Cisco VPN Clients able to connect to the remote side. Suggested to place an access-list on the inside interface that would deny UDP 500 from going to the same IP Address as the set peer statement. KCS Solution Customer Symptom VPN tunnel down and will not come back up Environment LAN-to-LAN IPSec tunnel between VPN 3000 series and IOS 2600XM series CISCO VPN 3005 (4.1.7g) IOS 2651XM (12.2.15T12) VPN Client behind the IOS 2600XM Resolution 1. Disconnect and stop using the VPN Client behind the IOS router 2. Place an access list on the inside interface to deny UDP over port 500 to same IP address that was set in peer statement Root Cause Configuration/usage error: cannot run VPN Client from behind IOS router across LAN-to-LAN tunnel

5. Every Use is a Review : 

5. Every Use is a Review Use Improve Flag Photo Credit:fdtate, Creative Commons Attribution License, via Flickr

A. Communicate the Vision : 

A. Communicate the Vision Photo Credit:SecondPrintProductions, Creative Commons Attribution License, via Flickr

B. Foster a Collaborative Culture : 

B. Foster a Collaborative Culture Photo credits: stevendepolo, txd; Creative Commons via FlickrOrganization As A Network: Consoritum for Service Innovation

C. Train, Coach, and Certify : 

C. Train, Coach, and Certify

D. Measure Smart : 

D. Measure Smart

E. Add Value to Knowledge : 

E. Add Value to Knowledge

F. Enable with Technology : 

F. Enable with Technology Fast Simple Integrated Photo Credit: David Leong, © 2010. All rights reserved. Used with permission of the photographer.

So What? : 

So What? Photo Credit:thephotoperson, Creative Commons Attribution License, via Flickr

dbkay.com/KCSworkshop : 

KCS isn’t something we doin addition to closing cases. KCS is the way we close cases. dbkay.com/KCSworkshop