Let's be honest. IT teams have a love-hate relationship with knowledge management and sharing. You love how it could remove a lot of issues. You hate that it would create a lot of work. And the last you want is more work. You never have enough time, let alone for things that don't have clear and immediate benefits.
Unfortunately, I'm not a time wizard. I can't give you more hours - and if I did, you shouldn't spend them doing more work anyhow. I can, however, provide some clarity, help you avoid unnecessary hassle, and quickly get the best possible results.
First of all, what exactly do you need? I previously wrote that there are three kinds of knowledge management. Let's talk about service knowledge management, in particular.
The most popular approach for service knowledge management is Knowledge-Centered Service (KCS®). KCS is a great toolbox, with simple and effective practices. It's completely compatible with ServiceNow, TOPDesk, and other leading ITSM tools too. If you already have these tools, you're pretty much set to go. Of course, like many other practices, it shouldn't be adopted blindly. It takes common sense and the right approach to get the optimal results. Still, I would recommend KCS to any service team looking to improve their efficiency.
Here are some results achieved with KCS by different IT teams. Don't look at the numbers at face value though. Imagine what achieving these would mean for you. Fewer calls? More time for real work. Happier customers? Fewer complaints. Lower costs? More budget to work with.
What would getting similar results mean for your team?
It doesn’t take all that much to get these either. The KCS practices integrate completely into your existing service delivery process. So, the investment and adoption required is minimal.
If you’d like to know how this could be done in your team, book a free call with me. Even if you’re just curious right now, our 45 minute talk will give you clarity and save you weeks of research. No strings attached.
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