From the course: IT Service Desk: Service Management
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Knowledge management
From the course: IT Service Desk: Service Management
Knowledge management
- Knowledge management is a vital practice, and in HGI, we like to say it is the thread that is woven through all the practices. It's that important. The purpose of knowledge management is to reuse the available knowledge within the organization to enable better decision-making and reduce risk. Within the scope of incident management and request management, knowledge is used to resolve issues faster, more consistently, and build reports that can improve products and services. Often, 50% or more of the resources allocated to support are used to create knowledge known by someone, but not shared. This is a startling inefficiency. Knowledge management, the system where workarounds and known errors are typically accessed, can drastically reduce this inefficiency. The service desk and others within the incident request management practices are the primary users of this knowledge, and when it works well, it can increase…
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