Service Desk Process 101: Knowledge Management

Posted on Friday 9 July 2021.

Is your service desk knowledge strategy robust enough?

With a plethora of tools and technologies to monitor and collect system and operational data from networks and infrastructures, IT departments now have the opportunity to know more about their organisations’ performance and productivity than ever before.

As a key process for IT support functions, a robust knowledge management strategy can reduce ticket resolution times, as well as improve the customer experience and support Shift Left initiatives. However, it can be difficult to build and maintain an effective knowledge base, particularly when trying to capture the knowledge and expertise held by service desk staff. It is, therefore, essential to create a culture which facilitates knowledge sharing and encourages analysts to create and update knowledge articles as part of the incident management process.

SDI’s research has found that although a significant proportion of service desks have a knowledge base, many may not be realising the full potential as they do not integrate it with other tools and technology. Knowledge base integration has the potential to greatly improve a tool’s efficiency and create a streamlined process.

The need for effective knowledge bases is increasing rapidly as technologies which are revolutionising the industry depend on data and knowledge. And organisations looking to adopt AI and ML should consider whether their knowledge base will be sufficient and review their knowledge management process to realise its full potential.


Need to learn more?

To find out more about how building a robust knowledge base for your service organisation can take it to the next level, download this SDI report.

Download Building a Robust Knowledge Base



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