Knowledge Management is Key to Today’s Service Desk

Tom KiefferIT infrastructure in general is being hybridized and spread out across a wider surface area.  Add to this a proliferation of customer service channels offered to the end user across chat, social media, email and telephone, and it’s not hard to see how first call resolution (FCR) rates and overall end user satisfaction are becoming increasingly difficult to manage successfully.

Underlying many a struggling service desk is an outdated or even inaccurate knowledge management system. Given the rapid pace of change in IT today, internal governance issues or even a simple lack of discipline is often the root cause, stemming from an absence of central knowledge administration or confusion about who actually owns and manages the content. In addition, many organizations have isolated content silos between departments or groups, making things even more disjointed, complex and expensive to manage appropriately.

Sound strategy and discipline regarding knowledge management is vital to high FCR rates and the overall end user experience, because even the best knowledge management software is not enough where underlying organizational issues are not addressed. To get it right requires having the right governance framework in place—one which creates clearly defined ownership and management roles designed to keep the knowledge base up to date, accurate, easy to maintain and readily accessible.  With this framework in place, the right software platform will then provide the role-based tools to create, store and publish information and provide mechanisms for version control and approvals of documents in the review process.

Providing agents with the information they need and a clear path to obtain it boosts FCR rates and substantially cuts down on handling time, creating happier and more productive end users and Service Desk agents alike. On top of that, as the average end user becomes more “tech savvy” and looks to solving basic problems themselves, providing quick and easy access to a robust and up to date self-service knowledge base is an increasingly important part in a well-rounded knowledge management solution. Self-service capabilities can be a huge boon to the efficiency of the Service Desk and the productivity of the end user.