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How to Optimize Your Service Desk’s Knowledge Management

First impressions leave a lasting mark, and for IT this means they likely want their service desk to make the best impression possible. In a post at his blog, Joe the IT Guy shares how knowledge management can help to enhance both customer service perceptions and employee productivity.

Better Than a Good Memory

Before knowledge management can even be effective, there is a great deal of planning and work that needs to occur. Knowledge management goes beyond the translation of knowledge in the mind to a tangible thing; it additionally looks at the environment for knowledge sharing. The right knowledge management environment allows for the utilization of knowledge articles that are worthwhile.

The IT team members should be made aware that they are not just the keepers of the articles, but the authors. The Knowledge-Centered Support (KCS) methodology helps endorse knowledge as a key company asset, which in turn helps to better instill information in the team’s mind. In order to get the most out of KCS, the organization must change their perspective to see knowledge as an asset owned and maintained by the entire team.

Once the planning is completed, the team is read to build a “virtual library of knowledge articles, sorted into neatly organized categories and fully tagged and indexed for search, ready to be read by your service desk agents as needed.” Not all of these articles have to be original content, since so much useful content probably already exists in various forms, like in emails and in tickets. After the library is constructed the team can assess whether the amount of content collected is suitable with an ITSM tool. This starting library will ideally help the service desk and maybe end users find solutions for problems that have already been addressed before, which will improve the IT service desk’s overall customer service.

The knowledge library needs to be maintained and kept current. Sometimes articles will become outdated, especially those in IT. This is where the IT team comes in to help maintain the articles and act as editors. Additionally, it is important to keep in mind that new articles added to the library should add some sort of value, not just be added for novelty’s sake.

Feedback should be encouraged regarding the knowledge articles. This feedback will help the team to continuously improve and keep the articles aligned with user interest and need.

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About Danielle Koehler

Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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