How can we work with KCS PAR (Process Adherence Review) follow up within the tool?

[Sarah Lybro]

Hi,

Is anyone working with KCS PAR (Process Adherence Review) follow up and has found a good way to get support in the tool?

We are looking into possibilities to use surveys or assessment, but has not managed to get started yet. 🙂

According to the KCS Academy, PII is changed to PAR.

"As organizations spend more time dealing with data protection and privacy, and conversations about PII are most often referring to Personally Identifiable Information, updating the name of this review to PAR seemed appropriate."

//Sarah

[thomashansson]

I also wonder since ServiceNow CSM is KCS verified. Does ServicNow have some reports for PII to share? Maybe Arnfinn Austefjord or someone else with lot of experience of KCS.

[Mike Van Vooren]

Sarah, have you gotten any feedback from SN about this?  Or have you moved forward with customizing a solution for this?  We are looking for options on how to incorporate this into the Incident space, similar to how we can do the "Perform AQI" from the KA form.  Are you measuring Link Accuracy separately?

[Sarah Lybro]

Hi Michael

I have not got any response yet, other than that investigation is ongoing.

It would be great to have the possibility to assess an incident/interaction record, not only for knowledge management analysis.

[Henrik Ahlb_ck]

This would be a great and valuable addition to the tool!

As a related example, having AQI support added was a massive improvement to the KCS process.
Since all the data being evaluated is contained in ServiceNow, reviewing it within the tool is much more efficient. It also enables a much clearer overview via dashboards etc.

Currently we perform the PAR part of the AQI/PAR process in a separate Excel template, which has a host of issues and inconveniences related to it. For example:

• Unable to easily include the data in a dashboard or report in ServiceNow
• Various versions of the Excel template proliferating since each KCS coach needs their own copy for their team
• Manual extraction of data from each individual Excel sheet needed to see the average score for an entire department

I hope support for PAR will be added in the near future in some form, as it would be a massive improvement to working with the KCS process on the platform.