For Infrastructure & Operations Professionals

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	March 9, 2010 Knowledge Management Is A Foundation For Good Customer Support A Best Practice Introduced To The IT Operations And Service Desk Teams by Evelyn Hubbert with Peter O'Neill, Nicholas Hayes	Average: 9  (3 ratings)

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Executive Summary

As IT organizations deepen their maturity in service management, they progress from a simple ticketing system to an IT Infrastructure Library (ITIL) process-oriented service desk with self-service functionality. The next stage is to augment the service desk with knowledge management (KM), which is an enabling process and positively influences service quality because it enhances customer experience; lowers the incident, problem, and error resolution times; and can significantly reduce user training cost. The value of knowledge management can be measured by the increased effectiveness of staff using the knowledge. To receive these benefits, it's critical that IT organizations approach knowledge management as a process, which needs owners, policies, procedures, and metrics.

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