Knowledge management solutions can play a key part in maximizing the value of the IT service desk. The end result is an environment in which companies can leverage their service desk tools as efficiently as possible by using information to improve the experience for managers, service desk workers and non-technical employees. With such a wide-ranging impact, knowledge management solutions can end up delivering a large return on investment.
While knowledge management centers can create incredible value, doing so requires a combination of subtlety and precision that can be difficult to achieve. These tips can help you identify the best ways to use knowledge management systems and generate ROI.
1. Store past incident reports
Many IT departments face the same incidents over and over again. While an incident management platform is key in resolving those issues quickly, a knowledge management center stores the details of past incidents so service desk personnel can solve them immediately when they pop up again.
2. Simplify training
Onboarding new employees can be extremely difficult, especially when IT teams have highly specific processes or nuanced technologies. Knowledge centers offer organizations a way to quickly get new workers familiar with various details of the configuration and get answers to any of the questions that come up over the course of the day.
3. Record workarounds
Many organizations develop their own workarounds to technology issues and use them as shortcuts to resolving day-to-day issues. Passing these solutions around by word of mouth can leave some workers out of the loop, but a knowledge center documents workarounds and makes them more accessible for everybody on the service desk.
4. Document tickets/support calls
Support tickets and calls can provide vital information about how a service desk functions and the issues that are facing business users. Carefully documenting noteworthy tickets and calls can play a vital role in training workers, auditing processes and evaluating employees.
5. Build FAQ records
Business users who need to turn to the service desk every time they have a question or issue can cause processes to slow to a crawl as the support team deals with a seemingly endless array of minor requests. An FAQ page in the knowledge center provides answers to common questions and helps business users get the immediate help they need without having to turn to the service desk.
6. Establish user forums
Increasingly tech-savvy employees are often capable of solving their own issues by following a pre-prescribed set of processes. Forums can capture this information and give users an opportunity to discuss the various issues they face and avoid having to submit formal support tickets. The end result is more efficient service operations and less work for the help desk team.
7. Store common problem resolutions
Sometimes an organization will run into issues that come up repeatedly and can be solved through basic operations, like restarting an application, deleting the Web cache or some other process that a user can easily perform. These common resolutions play a key part in helping users address issues with minimal disruption, and a common problem resolution center documents such solutions so users can take full advantage of them.
8. Clearly document best practices
Cultural goals and procedural ideals can be difficult to communicate throughout an organization, but a knowledge center can ensure that best practices are not only clearly recorded, but easily accessible for every employee within the organization. Such solutions not only build a business' cultural identity, they connect IT and non-technical workers under common goals.
There are many ways to create value from a good service desk, and investing in a knowledge center platform represents a particularly valuable method to maximize the resources organizations put into service management.