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We’ve been doing lots of assessment work lately.  We came up with the list below in one of our reports, so I thought I’d share it with you.

  • The Knowledge Management process needs an owner responsible for creating editing, updating and deleting knowledge content
  • Knowledge articles should be aimed at their audience; 1st line, 2nd line, 3rd line and End Users
  • It should be possible for users to submit feedback / corrections for existing knowledge articles
  • Knowledge Articles should be tagged with keywords, rather than filed into subject areas
  • A “smart” search facility, similar to Google should be used to interpret search terms and offer relevant results
  • An adoption and education programme should be used to ensure buy-in and commitment

An effective Knowledge Management process has a number of benefits:

  • Increase first time fix rate at the Service Desk
  • Aid the concept of Shift Left; moving resolution tasks from expensive, highly technical staff, to less expensive resources, or the user
  • Reduce resolution time for common issues
  • Reduce risk of errors during resolution of an issue
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If you’d like to chat about the effectiveness of your Knowledge Management process, or any other aspect of your IT function, please do contact us

To find out how we help organisations like yours optimise their processes, read our ultimate guide to ITSM.