If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how that support team function, right? When today’s end-users try to solve an issue, they usually want two things. First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support team to provide answers. Often, that meansContinue reading “Questions to Ask Before (and After) Implementing an IT Self-Service Portal”
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Building A Robust Knowledge Base
What is a knowledge base? Simply put, a knowledge base is a collection of knowledge items or articles that can be used by service desk staff when resolving incidents to speed up resolution or prevent escalation. Retaining and sharing knowledge is key to creating an efficient service, reducing call volumes, and improving resolution times. However, the success of knowledge managementContinue reading “Building A Robust Knowledge Base”
Creating a Knowledge Sharing Culture and Integrating Knowledge Bases
Download this member report, which explores Creating a Knowledge Culture and Integrating Knowledge Bases With tools and technology which monitor and collect system and operational data from networks and infrastructures, IT departments have the opportunity to learn more about their organisations’ performance and productivity than ever before. However, this data is of little use unless it can be processed intoContinue reading “Creating a Knowledge Sharing Culture and Integrating Knowledge Bases”