If you are of the opinion that knowledge sharing is something that should be contained within teams or departments, then you should think again. The benefits can be astonishing, there is vast opportunity for knowledge management that isn’t contained within teams or process-based, non-sharing departments such as the service desk or incident management. By having the same software across all departments in an organisation makes work life a lot easier for employees and also more efficient for customers as their information can be shared from every interaction and a solution for minor issues can be found in nearly any department.
Firstly a few questions
Are your service desk agents always under pressure? Worried about passing SLA targets, too many tickets building up and creating a backlog which is going to be increasingly difficult to get on top of.
Have you ever wondered why end users or customers often ask the same things over and over again? No matter how often you seem to give the same resolution. Or do you get complaints that they failed to reach you or your organisation’s support team when they needed help?
Don’t fret, you are certainly not alone if your help desk or service desk encounters some or all of these issues. You’ll now wonder how to rectify these and how to get out of the situation, especially when hiring more people is not an option to lessen the overwhelming work. A good solution is the introduction (or improvement) of knowledge management and increased knowledge sharing.
Incorporating knowledge management
By incorporating knowledge management it allows more people within your organisation access to the knowledge that solves your everyday issues. This in turn would allow a number of issues to be resolved at the first point of interaction rather than the need to be escalated to a higher level. With knowledge management, support functions (and the individuals within them) can become so much more effective. Plus, knowledge management can be a key element of self-service capabilities – allowing end users to help themselves rather than contacting the service desk. It’s a win-win for both parties. Knowledge becomes more valuable the more it is used and by increasing the number of people that can use it.
Focus on quality over quantity
It is all well and good having loads of content but with knowledge based articles it is best to focus on quality information that can be easily relayed or understood by end-users. These articles should be as user friendly as possible. Take particular care with those that are accessible by customers/end users (beware of the overly technical phrases). It is also essential that all material is maintained – while an organisation may have a lot of knowledgeable material, have they ever been updated since they were first created?
These are just a few points to take into consideration when it comes to the processes and software that your organisation uses.
For a software that can help with knowledge management look no further than NetHelpDesk which can be used across all your organisations departments.